Patient Experience Advocate

Overview

Pay : $21.00 / HR

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program

Benefits : ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management

Position Summary :

Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts.

Essential Duties :

• Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.
• Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
• Advocate to resolve patient issues.
• Ensure industry standards are met, and satisfaction scores are on target. Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team.
• Ensures effective communication with patient and family regarding expectations and services provided.
• Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
• Tracks and trends patient / visitor service concerns. Identifies system / process related problems via patient / visitor data and works collaboratively with the Environmental Services leadership and staff to resolve.
• Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.

Qualifications and Education Requirements

Job Knowledge / Experience

Required :

Language / Writing / Communication Requirements

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