Position Summary

Acts as a liaison between patients and the system. Represents the patients’ perspectives and advocates on his/her behalf as indicated. Manages the service excellence initiatives and facilitates a positive experience for all customers of HHS.

Primary Position Responsibilities

1. The Patient Care Experience Advocate serves as a liaison between patients, medical staff and visitors of HHS. The primary goal of this position is to ensure that patients receive the best patient care experience by eliminating conflicts, communicating polices, and educating staff.

2. Provides patients and their families with a resource to eliminate any real or perceived barrier to care or service.

3. Ensures compliance with all NJDOHSS, TJC, and CMS regulations related to patient complaints and patient rights.

4. Responsible for providing staff with coaching and training on Service Recovery and Service Excellence.

5. Accountable for providing monthly reports on database trends and analyzing patient satisfaction reports.

Qualifications

Minimum Education:

Required:

● Associate’s Degree in health related field

Preferred:

● Bachelor’s Degree in health related field

● Master’s Degree in health related field

Minimum Years of Experience (Amount, Type and Variation):

Required:

2 years prior clinical experience in either a patient advocate role or 2 years prior RN, LPN Social Work or clinical experience.

Preferred:

Prior hospital based experience as a patient advocate or 3 years RN, LPN, Social Work experience in an acute care hospital.

License, Registry or Certification:

Required:

None

Preferred:

Current NJ RN/LPN licensure or NJ licensed Clinical Social Worker 

Knowledge, Skills and/or Abilities:

Required:

Must have excellence customer service skills

Must have strong computer skills