Patient Experience Representative

Job Number 66357
Posted 9/9/2019
Account Northern Light Eastern Maine Medical Center
Department Patient Experience
Location |ME| EMMC Campus - EMMC, ME 04401
Schedule Regular Full-time
Shift Day
Hours 8:00-4:30
Job Details
POSITION SUMMARY: Under the general supervision of the Patient Experience Program Manager, and in close collaboration with the Director of Patient Experience, facilitates resolution of complaints/grievances/requests from patients/visitors. Responds to suggestions and compliments submitted by patients/visitors/physicians and other staff members by providing positive recognition to the involved staff member's leader. Documents patient/visitor concerns received via phone, email, letters, and other forms of communication to include synopsis of incident, actions taken to resolve, and outcome with follow up letters to patient/visitor. Identifies potential risk issues and communicates interventions with Risk Management. Collaborates with Patient Advocates to meet patient expectations and quality outcomes building a patient focused culture. Maintains knowledge and understanding of Medicare/Medicaid, and IDPH guidelines for handling of patient complaints. Identifies areas of improvement as it relates to work process and outcomes and assists with improvement process.

MINIMUM EDUCATION REQUIRED: Associate's Degree or equivalent years of work experience.

PREFERED EDUCATION: Bachelor's degree preferred.

MINIMUM EXPERIENCE REQUIRED: Two years experience in healthcare administration, customer service, education or business required.

PREFERED EXPERIENCE: Customer service experience strongly preferred. Call center experience strongly preferred.


• Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations

• Excellent phone etiquette.

• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people.

• Excellent communication skills – both written and oral; communicating in an open, honest and objective manner.

• Ability to manage multiple projects and meet multiple deadlines with excellent organizational skills and a strong attention to detail.

• Knowledge of HCAHPS, CG-CAHPS, and other patient experience survey instruments.

• Responds to the grievance/complaint according to Grievance Guidelines, appropriate regulatory agencies and hospital policy.

• Strong computer literacy and software experience – Word, PowerPoint, Excel.


• Monitors compliance with the organization's complaint resolution process.

• Acts as a facilitator when issues arise that are somewhat out of the control or not appropriate for staff to address.

• Understanding of regulations regarding Patient Grievance Resolution

PHYSICAL REQUIREMENTS: The ability to sit and/or stand long periods, light lifting, bending, walking, hand dexterity sufficient to manage keyboard functions, and visual acuity. Occasional travel will be necessary.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate consistent with a typical office and conference room environment. Travel as needed.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.

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