Patient Experience (RN) Consultant - Patient and Family Experience - UC Health

Job Description

UC Health West Chester is hiring a full-time Patient Experience Consultant for the Patient and Family Experience unit.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

The primary function of the Patient Experience Consultant is to work in partnership with the healthcare team to enhance overall customer satisfaction for patients, visitors and staff through excellent service and quality care. This includes supporting a proactive vs. reactive approach to resolving problems and complaints with respect to care, treatment, rights and ability to access hospital services.

Responsibilities

PATIENT POPULATION:

• Engages in population appropriate communication.
• Has knowledge of growth and development milestones and tasks.
• Gives clear instructions to patients/family regarding treatment.
• Involves family/guardian in the assessment, initial treatment and continuing care of the patient.
• Identifies any physical limitations of the patient and deploys intervention when necessary.
• Recognizes and responds appropriately to patients/families with behavioral health problems.
• Interprets population related data and plans care appropriately.
• Identifies and responds appropriately to different needs resulting from, unique psychological needs or those associated with religious / cultural norms.
• Performs treatments, administers medication or operates equipment safely.
• Recognizes and responds to signs/symptoms of abuse or neglect.

Service Improvement Consultants:

• Proactive consultation to managers and staff in achieving service excellence.
• Competent to discuss the state of patient satisfaction with all levels of management.
• Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction.
• Assists managers with navigating their dashboards and creating action plans.
• Educating staff on queues to help identify potential issues that may result in a complaint or grievance, customer service best practices and service recovery methods.
• Regularly attend and participate in unit/department staff meetings.
• Conducts focus groups on specific topics as needed.
• Communicate information about the hospital's policies and procedures, informing patients, families, and other guests of hospital services available to them; i.e. reduced parking, arranging overnight stays, etc.
• Listen to patient concerns and communicate special needs of patient /family/visitor with staff and administration when appropriate.
• Advocate for quality care, treatment, respect and rights of all patients.
• Research and identify trends and opportunities and facilitate appropriate service improvements for the development of service excellence strategies.
• Mediation in family meetings with treatment team and families.
• Maintain notary license, if held and provide notary services for patients, families and staff as requested.
• Make suggestions and recommendation to improve customer service processes.
• Works with staff to provide equipment for hearing impaired; i.e. TTY volume control phones, light signalers, etc.
• Involved in all aspects of training including: conducting needs assessments, development of training sessions and facilitating training sessions.

Complaint Investigation and Resolution:

• RN associate requires knowledge of Epic flow through and maneuvering of patient's chart in order to evaluate clinical care provided and triage to proper level of management staff.
• RN possess clinical knowledge and compliance expectations in the community setting which are required to respond directly to the patients regarding their complaints and grievances.
• Work in partnership with the managers and staff to resolve issues or complaints through early intervention and problem resolution.
• Assess situations of risk and refer issues of malpractice, substitute consent, personal injury, wrongful death, abuse, and missing personal property to Risk Management.
• Evaluate situations requiring substitute consent, when patients have no next of kin and are physically and/or mentally unable to give informed consent.
• Refer immediate concerns and/or compliments to appropriate managers.
• Make referrals to appropriate departments/services for patient assistance.

Quality Assurance:

• Track problem areas and identifies trends.
• Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery.
• Participate in the development of policies and procedures related to patient rights and satisfaction.
• Provide accurate and complete documentation regarding the investigation process, i.e. subjective data; objective data; assessment; and resolution.
• Attend staff meetings and mandatory in-service training sessions.

Required Skills and Knowledge:

• Demonstrated ability to work with a diverse population
• Training and public presentation skills
• Must have strong customer service and communication skills both written and verbal
• Skilled in sensitivity awareness
• Able to apply insight and sound judgment in stressful situations
• Able to assess and resolve operational and system problems
• Must demonstrate ability to utilize Microsoft Office products
• Bilingual communication skills are preferred
• Experience with Microsoft various programs (MIDAS and Epic is preferred)

Qualifications

Education: Associates degree in Nursing required. Bachelor degree Nursing preferred.

Notary Public for the State of Ohio (if Ohio resident), preferred • Nursing License, required

Experience: Three years experience in complaint management, conflict resolution and customer service in a healthcare environment.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable, and diverse place of employment.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

Same Posting Description for Internal and External Candidates