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Patient Representative

We Are Hiring

Patient Rep.- Full-Time Day, 40 Hours Weekly - Ascension Borgess Hospital - Kalamazoo, MI

Typically M-F, 8am-4:30pm, some evening work needed on occasion.

Why Join Ascension?

In Michigan, Ascension operates 16 hospitals and hundreds of related healthcare facilities that together employ over 20,000 associates. Across the state, Ascension Michigan is working together to help bring patients more resources and better care. Ascension Michigan is also committed to its community; it provided over $272 million in community benefit and care of persons living in poverty in FY2018. Ascension Michigan is dedicated to spiritually centered, holistic care which sustains and improves the health of individuals and communities.

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all, especially to those most in need. In FY2018, Ascension provided nearly $2 billion in care of persons living in poverty and other community benefit programs.

What You Will Do

As an associate with Ascension Michigan, you will have the opportunity to provide non-medical education, support and advocacy to patients and their families. This role will provide support to programs and departments to ensure the patient and family experience is aligned with Ascension Borgess’s strategic direction to create an exceptional healthcare experience.

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Responsibilities:

  • Investigates, documents and responds to patient and visitor complaints and concerns. Escalates complaints and concerns to appropriate personnel/department(s) as necessary to obtain timely, satisfactory resolution.
  • Explains the organization's policies and procedures to patients and visitors.
  • Responsible for building strong relationships with staff, physicians and volunteer to improve the patient and family experience.

  • Will develop, implement, and plan key patient experience strategies including the analysis of patient experience survey data, training, staff engagement, policy development, applying a patient/family experince lens to improvement initiatives and performance monitoring.

  • Develops, implements and participates in customer service and patient relations initiatives.

  • Regularly analyzes complaint data and reports to appropriate leadership. Participates in committees, work groups, and process improvement teams aimed at improving patient satisfaction.

What You Will Need

Education:

  • High school diploma or GED required. Bachelor's degree in health related field highly preferred.
  • RN license preferred.

Work Experience:

  • Health care experience preferred.
  • Demonstrated experience in influencing positive change initiatives. 
  • Strong technology/computer skills. 
  • Ability to data dive and make inferences, strong analytical abilities.  
  • Excellent presentation and communiation skills.
  • Ability to coach teams and individuals.

Equal Employment Opportunity

Borgess Health is an equal opportunity employer, dedicated to the nondiscrimination in employment on the basis of race, color, age, religion, sex, national origin, handicap, disability, veteran or marital status.

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

Job ID: 365394
Category: Social Services
Facility: MIKAL Ascension Borgess Hosp
Ministry: Ascension Borgess, MI
Location: Kalamazoo, MI

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