Job Description

Responsible for optimizing the patient's care experience (as well as caregivers) when utilizing services through real-time identification and resolution of care concerns and grievances. This proactive resolution is conducted with strong collaboration with key stakeholders (consumers, staff, leadership, providers, etc.) aligned to federal and state regulations (signage) as well as organizational policies using communication tools including iRound Press Ganey, On point, and the Patient Advocacy Hotline. Along with overseeing the organization's patient complaint and grievance management processes, active engagement and support is dedicated to key organizational programs to improve the patient experience including Empower You Program, employee development/learnings, management of loss belongings, language interpretative services and Patient Advisory and Family Council. This position will collaborate in conjunction with the Patient Experience Lead Coach.

Responsible for optimizing the patient's care experience (as well as caregivers) when utilizing services through real-time identification and resolution of care concerns and grievances. This proactive resolution is conducted with strong collaboration with key stakeholders (consumers, staff, leadership, providers, etc.) aligned to federal and state regulations (signage) as well as organizational policies using communication tools including iRound Press Ganey, On point, and the Patient Advocacy Hotline. Along with overseeing the organization's patient complaint and grievance management processes, active engagement and support is dedicated to key organizational programs to improve the patient experience including Empower You Program, employee development/learnings, management of loss belongings, language interpretative services and Patient Advisory and Family Council. This position will collaborate in conjunction with the Patient Experience Lead Coach.

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Meets all of Jefferson's Mission, Vision, and Values standards when interacting with patients, caregivers, staff, providers, and leaders. Proactively collaborates, coordinates, and integrates with hospital, outpatient, and surgical services leadership and initiatives to support the real-time experience of patients, families, and healthcare consumers including the complaint and grievance resolution processes.
• Partners with the leadership and the Patient Experience Manager of their designated campus, units, departments, or patient populations to support the implementation of leadership behaviors, service recovery, use of Voice of the Customer (VOC) data, and related improvement projects.
• Consistent with standard work for the position, regularly rounds on patients, families, caregivers, and staff in the assigned campus, unit, department, or patient population to strengthen relationships, gather input, and identify opportunities for service recovery and process improvement.
• Coach leaders and staff in their designated campus, units, departments, or patient population on behaviors and skills related to high reliability, patient-centered care, service communication, recovery model application, etc.
• Leads/guides the organization to see the integrated nature of the patient experience and clinical excellence. Ensures accountability at the department level with senior leaders, modeling a commitment to the patient experience. Coaches and supports leaders and colleagues in improving results.
• Document and take appropriate action on key patient experience feedback, complaints, grievances, and compliments using and not limited to iRound and the Onpoint System consistent with CMS conditions of participation.
• Perform in-the-moment service recovery of patients and families and support and serve as a backup to the Patient Experience Manager. Able to flex hours to provide training and coaching for staff working night and weekend shifts and change designated locations due to regional needs.
• Able to flex hours to provide some training and coaching for staff working night and weekend shifts and also change designated locations due to regional needs.
• Performs duties as assigned.

Minimum Qualifications

• Bachelor’s Degree
• 5 years of progressively more responsibilities related work experience in an organization of similar size and scope.
• Solid understanding of health care standards, technologies, practices and a strong system thinker, planner and problem solver.
• Experienced with and strong understanding of CMS, and other regulatory governing bodies.
• Ability to deescalate issues and concerns and organize and present data in a concise and easily understood manner.
• Educator and communicator who is trustworthy and willing to share information and serve as a mentor.
• Proven strong interpersonal skills.
• Builds positive working relationships at all levels of the organization.
• Ability to effect collaborative alliances and promote teamwork.
• Proficiency with computer programs including, but not limited to: MS Office and clinical, hospital-based information systems.

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Salary Range

$69,729.39 to $99,363.90 Annual

The actual hiring rate will be determined based on candidate experience, skills and qualifications. This position is not eligible for an annual incentive.

Positions posted as annual salaries reflect an estimated amount for a 1.0 Full-Time Equivalent (FTE) (i.e. 40 hour equivalent)), positions for less than 1.0 FTE will be prorated.)

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Kennedy University Hospitals, Inc

Primary Location Address

2201 Chapel Ave West & Cooper Landing Rd, Cherry Hill, New Jersey, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.