PATIENT EXPERIENCE REPRESENTATIVE

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.

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.

• Demonstrate, promote, maintain, and encourage the highest level of customer service, professionalism and courtesy with patients and staff.
• 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 in clinics and hospitals 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.
• Other duties as assigned.

Education: 

• High School Diploma or GED (General Equivalency Diploma)

Experience:

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

Licensure and Certification:

• Valid Driver’s License
• Clean motor vehicle report required (no DUI’s)

Knowledge, Skills, and Abilities

 Knowledge of:

• Knowledge of medical terms and practices.
• Knowledge of customer service concepts 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 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 articulate events written and orally.
• Ability to apply common sense understanding to carry out written and oral instructions.
• Ability to display a strong interpersonal and empathic demeanor.
• Ability to pay meticulous attention to detail.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to have a sense of courteousness 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.