PATIENT EXPERIENCE REPRESENTATIVE

About Us:

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

Job Overview:

The Patient Experience Representative (PER) functions as a customer service liaison and facilitator between the patient, family, staff and SEARHC administration to help foster an excellent patient experience. The PER will also be available to provide support by ensuring patients are properly directed, grievances and complaints are managed per policy, as well as providing suggestions for improving processes and/or participating as a team member in customer service focused initiatives. May be required to provide options for transportation to and from medical appointments.

Responsibilities:

Key Essential Functions and Accountabilities of the Job 

• Provides support to patients, visitors, and the public by assisting customers, family members and visitors in a professional manner and helping determine needs.  May function as the first point of contact for directing patients to medical and health related services, depending on facility needs. 
• Answers questions about SEARHC providers and locations; serves as a resource person and provides accurate information and directions regarding SEARHC locations and services. 
• Ensures Customer/Patient satisfaction by assisting with patient satisfaction surveys and managing patient complaints, grievances, and compliments.  Complaints and grievances will be managed as outlined in SEARHC policy.   
• Performs regular rounds to gauge customer satisfaction and offer support as needed.  Relays information to appropriate staff.   
• Supports customer service/patient experience goals and initiatives by serving as a liaison between the Patient Experience Division and other departments or divisions.  This can include attendance and active participation in various meetings and/or committees as requested.  
• Provides transportation to and from SEARHC facilities, as appropriate and as needed based on location.  Keeps a log of transport. 

Qualifications:

Education: 

Education, Certifications, and Licenses Required 

• High school diploma or equivalent – required 
• Valid Driver’s License and able to meet insurability requirements - required 
• Commercial driving experience/license - preferred 

Experience Required 

• Two (2) years’ experience in customer service experience. An equivalent combination of relevant educational and/ or training may be substituted for experience. 

Knowledge, Skills, and Abilities 

• Knowledge of: 
• Knowledge of customer service concepts and practices 
• Knowledge of medical terms and practices. 
• Knowledge of privacy rules and regulations 
• Knowledge of Tribal Healthcare systems 
• Knowledge of local and regional community resources and how to access them 
• Knowledge of the local road system 
• Knowledge of customs and values of Alaska Native Peoples 

 Skills in: 

• Skills In conflict resolution  
• Skills with being effective with oral and written communication 

Ability to: 

• Ability to apply common sense understanding in order to carry out written and oral instructions. 
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. 
• Ability to have a sense of courteous and respectfulness when working with patients. 
• Able to work independently or as a team member 
• Able to establish personal boundaries 
• Ability to travel to other SEARHC locations 

Computer Skills:   

• Proficient in Microsoft Office Products including Word, Excel and PowerPoint