Patient Representative

at  RWJBarnabas Health

JOB OVERVIEW:

Under the supervision of the Manager, the Patient Representative serves as a liaison between patients and the institution. Provides a specific channel through which patients can seek solutions to problems, concerns, etc. As the patients advocate, Patient Representative enables patients to obtain solutions to problems by acting on their behalf the Administration or any department or service, coordinating among departments if necessary, and recommending alternative policies and procedures in order to improve service(s) to patients. As the institution s direct emissary, Patient Representative interprets philosophy, policies, procedures and services for patients. Use an understanding of the principles of growth and development to assess each patient s age-specific needs and provide age-specific treatment and care.

QUALIFICATIONS:

Required:

• High School Diploma required
• Excellent communication skills
• Exceptional organizational skills

Preferred:

• Bachelor s degree preferred
• Health care training/experience helpful

SCHEDULING REQUIREMENTS

• Status: Per Diem
• Shift: Day
• Time: 7:00AM 3:00PM
• Must be available to work weekends/holidays

• Communicates to management all observed significant trends as well as patient perceptions regarding quality of services
• Compiles patient information in order to trend for total quality improvement
• Conducts in-services for staff as appropriate or upon request by the Department Director
• Coordinates referral of services on patient s behalf
• Investigates and responds to any concerns/complaints about the quality of care in the medical center
• Maintains communication by daily interaction with nursing and ancillary staff
• Maintains data availability for monthly or quarterly reports
• Maintains the formal grievance mechanism in compliance with JACHO standards.
• Provides advocacy services for patients under the Patient Bill of Rights
• Recommends change in policy and procedures when necessary for improvement.
• Responds to need for crisis intervention; provides staff and family with comfort and support
• Responds to patient survey data; analyzes and conducts follow-up
• Uses an understanding of the principles of growth and development to assess each patient s age specific needs and provide age-specific treatment and care
• Visits, assigned new admissions, assesses patient experience, and explains Patient Representative role