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Job Details

ED Patient Experience Representative

Requisition #: 289563
Location: Johns Hopkins Bayview Medical Center, Baltimore, MD 21201
Category: Non-Clinical Professional
Work Shift: Evening Shift
Work Week: Full Time (40 hours)
Weekend Work Required: Yes
Date Posted: Oct. 16, 2020

Johns Hopkins Bayview Medical Center

Office of Patient Experience

Job Duties: To further the Johns Hopkins Medicine/Johns Hopkins Bayview Medical Center Patient and Family Centered Care strategic priority, the position of Patient Experience Representative (PER) will work closely with clinical and non-clinical staff to achieve and sustain a five star patient experience. The PER will proactively engage patients, families, and staff to enhance the patient experience in the Emergency Department (ED) and inpatient units (for those admitted through the ED). The PER will respond to and proactively anticipate patient and family concerns, complaints, and needs; executing real-time service recovery measures for missed opportunities. As a service expert, the PER, possess strong analytical, problem solving, communication, and conflict resolution skills to assist and/or resolve complaint investigations, ensuring open communication between patients, families, staff, and the Office of Patient Experience. The PER provides direct communication and support upon (1) arrival through the ED and (2) arrival through discharge on the inpatient units as part of a coordinated, consistent and empathetic setting for the patient and their family. The PER assists with monitoring patient belongings. Assists several activities including but not limited to the following: calling for transportation, communicating with patient's loved ones, determining the need for language interpreters; making arrangements if needed, and contacting clergy. The PER will visit patients at least once every 2 hours (while in the ED) and upon admissions (when ED patients are admitted to an inpatient unit) to determine if they are comfortable or in need of service. The PER anticipates patient's needs, provides support and advocacy - facilitates communication between patients and staff; trouble shoots when challenges arise, provides on the spot, real time service recovery, and escalates matters to patient relations if issues cannot be resolved. The PER listens to patients, families and/or caregivers to provide input at committees and improvement teams concerning the patient experience.

Full Time (40 hours), Evening Shift

1:00pm - 9:30pm

Weekend work is required.

Work requires the knowledge of theories, principles, and concepts typically acquired through completion of a Bachelor's degree in Hospital Administration, Business Administration, or a closely related field.

Two to three years of previous experience is required.

Possible exposure to communicable diseases and hazardous materials with little likelihood of harm if established health precautions are followed

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.


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