Patient Representative (Part Time w/Benefits, Days)
Nicklaus Children’s Health System
Location: Miami, Florida
Internal Number: 22776
Supports Miami Children's Health System service excellence initiatives by working with leaders and supporting their service improvement action plans. Interacts with customers as unbiased facilitators, and assists department leaders in the resolution of concerns/complaints/grievances. Performs daily rounding with area leaders for customer service and customer service recovery opportunities. Provides comfort care to patients and families.
Minimum Job Requirements:
3 years of working experience dealing with patients and families in a customer service healthcare environment.
Job Specific Duties:
Responds to emails and telephone messages in a helpful, proactive, and timely manner, and documents concerns/complaints addressed on daily logs within 24 hours of receipt.
Enters customers' demographics and next steps in the Client Relations Management System for each customer complaint phone call.
Communicates information regarding Miami Children's Health System services, and presents and/or interprets policy and procedures information to customers.
Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, and/or compliments in accordance with MCHS policy and procedure guidelines.
Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
Makes daily rounds of assigned patient units/waiting areas; visits and greets every patient room in unit; meets with all new admissions; maintains objectivity, and keeps lines of communication open.
Maintains visibility to staff; works cooperatively with staff in a supportive way exemplifying "CREATE" behaviors in order to troubleshoot and quickly resolve issues
Notifies hospital staff, directors, and administration of problems or complaints as needed, and reports unusual events regarding patient care issues on a timely basis to Risk Management.
Meets regularly with the units' directors, participates in one department meeting a month in the unit, and facilitates customer service support.
Acts as a service excellence champion, reviews assigned units' customer service target goals and priority questions, and shares best practices with staff and unit director.
Prepares packages, puts together agenda, and takes minutes at Grievance Task Force meeting.
Collects data, and prepares weekly, monthly, and quarterly complaints/grievances reports for the organization.
Participates in the planning, and prepares quarterly patient satisfaction celebrations and annual employee service recognition awards.
Maintains accountability by ensuring compliance thru timely completion of licensures, certifications, all competencies, health requirements (PPD, N95, Flu, etc.), and education requirements.
Maintains accountability and timekeeping expectations as outlined by MCHS Timekeeping and Attendance policy and procedures. Ensures behavior is compliant with communication standards.
Ensures behavior meets and/or exceeds targeted service scores as measured by the Service Index and/or the inter-departmental service survey.
Associate degree in a related field preferred.
Intermediate proficiency in Microsoft Word, Excel, and Outlook.
Working experience in thinking and reacting quickly, calmly and in a pleasant manner when dealing with people in stressful situations.
Able to communicate effectively in English both verbally and in writing in a clear, concise, and empathetic way.
Able to communicate effectively in Spanish and/or other languages both verbally and in writing in a clear, concise, and empathetic way.
Able to listen carefully, request feedback from customers, and confirm understanding is accurate.
Displays a professional appearance, and presents themselves as a role model to the Miami Children's Health System staff.
Knowledge of Patient Rights and Responsibilities Chapter, and other applicable laws.
Possesses awareness of hospital systems and procedures, location of all departments, treatment areas, and other patient services.
Possess awareness and sensitivity of cultural diversity.
Able to relate cooperatively and constructively with customers and co-workers.
Able to learn work related software application(s), and effectively use them.
Able to maintain confidentiality of sensitive information.
Able to follow complex written and/or verbal instructions to solve problems.
Able to establish necessary professional relationships, and interact effectively with internal and external customers.
Primary Location :
Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus
Nicklaus Children’s Health System, is the region’s only healthcare system exclusively for children. In addition to Nicklaus Children’s Hospital and a growing number of outpatient centers located throughout the tri-county area, the health system includes Nicklaus Children’s Hospital Foundation, the organization’s fundraising arm; Nicklaus Children's Pediatric Specialists, a nonprofit physician practice subsidiary; a management services organization, and an ambulatory surgery center. Our vision is to be where the children are. Ultimately, this means being there through all stages of health and life, both physically and emotionally. To be a trusted partner to children and their families, not only in times of illness, but throughout their life journey. Our mission is to inspire hope and promote lifelong health by providing the best care to every child.