Patient Experience Assistant

Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.

Required Behaviors:

• As you go about fulfilling this mission, your work habits and work relationships should embody SJRMC's values.  These values are our culture, our identity as an organization. Sacred Trust, Personal Reverence, Thoughtful Anticipation, Team Accountability, and Creative Vitality ask more of us than merely completing some list of tasks.  Our values ask for a deeper level of commitment, and what is asked of us we freely give because we believe in our mission.

Required Qualifications:

• Must exhibit strong customer service skills.
• Heartcode Basic Life Support (BLS) Certification.
• Must be efficient and organized.
• Has the ability to demonstrate assertiveness when necessary in order to meet deadlines.
• Possesses basic office skills, such as computer operations, word processing, spread sheet development and maintenance, ability to type sixty (60) words per minute, excellent telephone skills and excellent letter writing capabilities.
• Must be able to be patient, flexible, and can deal with multiple behavior styles. Must be able to stay calm in tense situations and handle difficult people.
• Must be self-motivated and have the ability to schedule projects, stay on task and meet all deadlines.

Preferred Qualifications:

• Be proactive
• Leadership qualities
• Clinical background

Duties and Responsibilities:

• Complete daily rounds on new admissions
• Be familiar with the event reporting database for patient complaint occurrences
• Monitor deadlines for complaint completion
• Maintain HIPAA and privacy standards at all times
• Contact managers to remind them of deadlines, gather all necessary information, and keep necessary VPs involved when complaints are potentially overdue
• Makes every effort to achieve service recovery when possible
• Understands fully the regulations regarding grievances and complaints
• Can trend complaints and other data, as well as produce reports for oversight committees
• Is able to take minutes at necessary meetings
• Be involved in patient satisfaction surveys
• Ensure survey data is sent to appropriate department leaders in timely manner
• Assist managers in identifying areas of opportunity to improve the Patient Experience
• Stay current with publications regarding regulations, including HCAHPS
• Each employee is responsible for implementing SJRMC’s Service Standards into their daily work: Safety, Courtesy, Effectiveness, and Stewardship
• Other duties as assigned

Physical Demands and Environmental Work Conditions:

• Office setting may involve prolonged sitting or standing, and sometimes walking distances
• Must be able to lift a minimum of fifteen (15) pounds
• May endure extensive use of the computer