Patient Experience Representative

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Patient Experience (PX) Representative will provide service excellence support with a strong and dedicated commitment to Patient Experience to all patients, their loved ones, and Sanitas professional and support staff. They will maintain a positive, patient, family and employee centered, problem-solving attitude by communicating with various customers toward creating an environment where engaged employees provide positive memorable experiences to our patients. This position will play a key role contributing to a peaceful healing environment while contributing to enhanced communication and connection with our patients, their families, and Medical Center staff. PX Representative uses center-based practices related to culture enhancement, mentoring for personal and team effectiveness of patient and family centered care guiding principles and patient experience to result in ensuring a high performing unit culture leading to the delivery of a consistent exceptional patient experience.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist in maintaining a safe environment for patients, co-workers, and families and monitor environment-of-care.
• Serves as an internal resource and subject matter expert on patient-and-family-centered care.
• Greet and welcome patients providing guidance and orientation.
• Assist with recognizing, understanding, and reporting patient concerns to appropriate parties.
• Work independently and deal effectively with stress as a result of heavy workload and the handling of multiple patient inquiries.
• Use critical thinking while responding to a variety of technical issues from patients, their loved ones, and staff.
• Serve as a facilitator and coach in developing a culture of compassion and caring through building healthy relationships among staff, patients, and families.
• Serve as an advisory resource for critical patient-centered initiatives across Sanitas.
• Serve as a super user of internal processes and champion of Sanitas Service Model.
• Cordially greet visitors and patients upon arrival and departure. 
• Anticipate the needs of our patients and aid patients and visitors by obtaining wheelchairs, or other services as needed. 
• Excellent organizational skills to be able to multitask and prioritize patient's needs.
• Have a sense of urgency to be able to resolve and find solutions for patients and their families in a timely manner.
• Understand patient workflow and support navigation throughout the visit.
• Supervise the floor to identify any delays and wait times in the lobby and advise front-desk personnel/manager of prolonged delays while providing service recovery to patients as needed.
• Supervise the patient experience protocols performed by the medical center staff along the whole attention process.
• Support the implementation of different service models based on population, segments and internal policies.
• Follow and support the implementation of patient experience best practices.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Education

• High School Diploma or equivalent.

Required Experience

• Minimum 1 year of relevant experience.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Ability to demonstrate professionalism, with excellent communication and interpersonal skills. 
• Impeccable personal presentation to transmit professionalism, confidence and security.
• Passion for customer service and attention to detail. 
• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
• Ability to process and handle confidential information with discretion.
• Commitment to Sanitas core values.
• Ability to work independently and/or in a collaborative environment.
• Proficiency in computer software (i.e., Microsoft Office).
• Required to meet immunization and/or health screening requirements.

Preferred Qualifications

• Relevant or any other job-related vocational coursework preferred.
• Consideration may be given to an appropriate combination of education/training, and proven experience.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.