The Patient Experience Navigator supports the delivery of services that promote a positive experience for patients and guests.

The Patient Experience Navigator collaborates with multidisciplinary teams to obtain feedback from patients and guests, proactively manage patient needs, and support the response to concerns.

Serves as a central resource for information concerning patients rights and responsibilities, and ethical issues.

Facilitates investigations and resolution of patient grievances concerning the quality of care and service to by providing a formal grievance mechanism.

Forms partnership with internal and external stakeholders to resolve complaints and grievances

Leads efforts to collect, analyze and evaluate patient concerns.

Masters an understanding of the organization s mission, policies, procedures, and services to respond to patient questions or concerns.

Responsible for meeting all regulatory regulations and standards.

Responds to potentially serious incidents and reduces possible litigation.

Serves as a consultative advisor to department and unit leaders, regarding best practices that affect patient needs and rights.

Refers patients/families to appropriate services and resources.

Provides leadership role in the inclusion of the patient/family experience.

Is an integral part of the decision making process across the Organization regarding patient experiences.

Complete daily rounds on inpatients to ensure that expected essential behaviors are demonstrated and essential duties is being done, as it pertains to best practices affecting patient experience, safety outcomes, and HCAHPS performance.

Facilitates patient and family meetings.

Serves as subject matter expert in Service Recovery.

Assists with promoting language access service utilization

Attend unit specific Patient Experience meetings to share performance data, in order to educate staff, and enhance engagement and understanding of patient s expectations, as well as how to fulfill those expectations.

Will require membership and involvement in the Patient and Family Advisory Council. Its mission is collaborate with Robert Wood Johnson University Hospital leadership and staff to empower families to provide input for organizational policies and practices. The council supports the organization s mission and promotes Patient- and Family-Centered Care by putting the patient and family at the center of all activities

Information Resources

Experience Requirements/Qualifications:

Bachelor s Degree required

Certified Patient Experience Professional (CPXP) required, or required within 3 years of hiring date

Minimum of 2 years of customer service, or 2 years of experience working in an acute care setting

Proficiency in Power Point, Microsoft Office, and Excel preferred

General knowledge of HCAHPS preferred.

Exceptional customer service, phone etiquette and communication skills required.

Great listener

Ability to maintain confidentiality regarding sensitive information required.

Proficiency in data management and other IT platforms preferred.

Must have good judgment, sensitivity, flexibility, and empathy.

Must be able to multitask, coordinating more than one event at a time.

Alternating Weekends schedule required

Knowledge, Skills, and Abilities:

Excellent ability to build and sustain professional and interpersonal relationships

Ability to effectively communicate with patients, family members, co-workers, clinical and non-clinical staff, promoting a consistent customer service focus with positive approaches

Analytical thinking and problem solving

Complaint management

Ability to resolve conflict and de-escalate situations

Conflict negotiation/cultural broker

Proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job

Ability to adequately and accurately document information and maintain files

Ability to adapt to new initiatives and changes within the department and healthcare organization

Willingness to work as a team player and contribute to departmental and organizational projects, initiatives, and ideas with primary focus on process/workflow improvements

Exceptional organizational skills, ability to multi-talk and work independently, as a self-starter, with minimal supervision

Ability to work in a fast-paced environment

Determines priorities and organizes work and time to meet them.