Senior Patient Representative- Evenings

The Senior Patient Representative serves as a patient advocate and liaison between patients, visitors, physicians, and team members. This position will capture feedback through proactive patient rounding and serve as a lead to Patient Representatives. This role involves training new staff, providing guidance, and mentoring team members. Senior Patient Representative utilize resourcefulness, interpersonal communication skills, and service recovery methods to address complaints, and grievances. They support families in crisis through effective communication and information sharing between patients, family members, and staff. They proactively work to prevent complaints and grievances by consulting with other departments and advising on the most effective ways to promote patient satisfaction and resolve patient dissatisfaction.

Bachelor’s Degree, preferably in the behavioral or social sciences, plus a minimum of three (3) years of experience in a customer service or healthcare-related field with direct patient contact. Ability to communicate effectively both verbally and in writing. Must have excellent customer service skills including the ability to de-escalate issues. Experience should include triaging and addressing
patient/family/customer concerns in a timely and efficient manner. Must possess good interpersonal skills, good conflict resolution skills, ability to multi-task, proper telephone etiquette, time management and attention to detail. Equivalent experience, education and/or training may be substituted for the education requirements.