Patient Engagement Specialist

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GENERAL RESPONSIBILITIES:


Serve as a Patient Engagement Specialist to uphold a set of values that emphasize dignity, respect, courtesy and quality care for patients, families and staff. Provide orientation and ongoing education to Whitney Young Health (WYH) staff to promote high quality patient experience. Act as a liaison and builds cooperation between departments and customers to enhance customer service and Patient Centered Medical Home principles. Proactively responds to patient input and needs, incorporating feedback into service delivery and working towards resolution of patient issues. Maintain and analyze databases for reporting, to include written complaints and responses as outlined by HRSA and Joint Commission best practices.


SPECIFIC RESPONSIBILITIES:


·Exemplify a high standard of customer relationship skills and deliver excellent internal and external customer service.

·Be visible throughout the organization to advocate for a high quality patient experience. Empowered to intervene when observed patient/staff interactions could be improved upon.

·Facilitate internal/external knowledge of the patient’s role and engagement as a member of a Patient Centered Medical Home, patient rights and patient’s access to WYH services through interactions, educational brochures, bulletin boards, etc.

·Coordinates the Patient Experience Survey Process. Strategize with managers and staff to increase patient participation and provide monthly progress reports. Work with departments to display survey results for qualitative feedback to patients and employees.

·Identify improvement opportunities based on patient satisfaction survey results. Develop strategies with the Senior Director of Quality and Population Health to improve quality of care using the PDSA methodology.

·Coordinate the Patient Complaint Process. Respectfully listen and respond in a timely manner to the patient/family concerns, validate feelings and explain the complaint process.

·Navigate through the electronic health record to verify issues and document findings.

·Determine resolution through collaboration with appropriate departments and staff following WYH procedures. Communicate resolution with patient/family and follow up on outcomes.

·Proactively prevent complaints by collaborating with managers and staff to identify potential problems; offer suggestions to resolve potential issues; modify practices that cause repeated complaints.

·Coordinate communication between patients, family members, clinical staff, administrative staff, and regulatory agencies ensuring a HIPAA compliant process

·Maintain the Patient Experience database and Complaints/Incident database and analyze data for reporting.

·Prepare monthly reports on the provision of patient experience training to the Senior Director of Quality and Population Health.

·Demonstrates excellence in both internal and external customer service.

·Would facilitate patient enrollment in the Athena portal and coordinate any efforts by outside organizations to assist patients with this process.

·If a need is identified through the complaint resolution process, assists patient/family with appropriate linkages to services.

·Understands and is able to effectively communicate HIPAA compliance, corporate compliance and client confidentiality.

·Ensures and/or remains in compliance with local, state, and federal regulation, i.e. DHHS HRSA and NYSDOH, and all accreditation standards (e.g. Joint Commission and NCQA-PCMH).

·Adheres to the National Patient Safety Goals as defined by the Joint Commission and Whitney M. Young Jr. Health Center.

·Completes other duties as assigned.


MINIMUM QUALIFICATIONS:

An Associate’s Degree in Human Services or related field and at least five years’ work in healthcare with increasing responsibility for the patient experience. Demonstrate superior communication skills both oral and written with individuals from all socio-economic and cultural backgrounds. Must be empathetic, able to build relationships, able to maintain a calm demeanor during stressful encounters and have strong problem solving skills. Exemplify respect, courtesy and professionalism in all circumstances. Must be detail-oriented and have effective time management skills. Work independently and foster staff collaboration to meet our customer service initiatives. Must be skill in Microsoft office to maintain databases and conduct analysis for reporting.


PREFERRED QUALIFICATIONS:

Bachelor’s Degree in Human Service or related field


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Please be aware that as a facility regulated under Article 28 of the New York State Public Health Law, COVID-19 vaccination is a requirement of employment. Whitney Young Health also requires the COVID-19 booster.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.

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