Patient Experience Advisor

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

• Coordinates, investigates and resolves patient grievances concerning the quality of care and service by providing a formal grievance mechanism.

• Leads efforts to collect, analyze and evaluate patient concerns.

• Master's 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.

• Provides leadership and consultation to committees, departments 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 health system regarding patient experiences.

• Leads patient and family meetings.

• Communication - Ability to communicate with patients, visitors and coworkers
• Critical thinking/problem solver, complaint management, conflict negotiation, cultural broker, self-motivated,
• Excellent oral and written communication skills, good listener, professional manner, respectful, service commitment to customers, requiring limited supervision once trained 
• Excellent customer service, patient interaction and organizational skills
• Ability to work in a fast-paced environment.
• Moderate ability/Skill with Microsoft 365 (Teams, Outlook, Excel, PowerPoint)
• Experience with EPIC and RL Feedback module a plus