Overview
Experience Advisor, Multi-Site Jobs in Township of Neptune, NJ at Hackensack Meridian Health
Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better – advancing our mission to transform healthcare and serve as a leader of positive change.
The Multi Site Experience Advisor serves as the Ombudsman for patients and family members through the consistent application of patient rights and compliance with regulatory, federal and state guidelines. This position tracks, trends, analyzes, reports, and presents qualitative and quantitative data and partners with key stakeholders to develop and implement initiatives to enhance the human experience, improve the delivery of care and services, and minimize risk to the patient, guest, medical center and team members. The position also demonstrates leadership and management of administrative referrals and regulatory analysis. The Multi Site Experience Advisor serves as a role model, coach, and educator in all matters related to patient rights, service excellence and patient satisfaction. Supports the Experience Ambassador role as needed. The Multi Site Experience Advisor will not be limited to one HMH facility and will be required to travel.
Responsibilities
A day in the life of a Multi-Site Experience Advisor with Hackensack Meridian Health includes:
Functions as the mechanism for investigating patient grievances at assigned HMH Facilities and works independently to manage grievance cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or patient’s representative, within the established standards and policies, including referrals to Quality Assurance and to and from Risk Management.
Travels to various HMH facilities, when necessary, to manage assigned tasks/cases in collaboration with site leadership and or team members.
Travels to various HMH facilities, when necessary, to coordinate or facilitate family meetings or case review meetings.
Educates patients, families, and team members about patient rights and responsibilities in accordance with hospital policy as well as federal, state and regulatory agencies.
Routinely track, trend, analyze, report and present qualitative and quantitative data to proactively identify and address issues impacting the consumer’s experience.
Collaborates with the Office of Experience leader, and key stakeholders to develop, deploy and execute strategies to enhance the consumers’ experience.
Serves as a coach and resource to all team members on communication strategies, service recovery, best practices and initiatives designed to improve the consumers’ experience, reduce complaints and build trust within the organization.
Generates patient satisfaction reports and serves as a resource on data interpretation.
Identifies the need for, organizes and facilitates patient/family conferences in collaboration with appropriate physicians, leaders and/or team members.
Refers patients, families and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
Follows up on referrals/requests from administration, leadership,…
Title: Experience Advisor, Multi-Site
Company: Hackensack Meridian Health
Location: Township of Neptune, NJ
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