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Company: Ascension
Location: Kalamazoo
Posted on: October 15, 2021

Job Description:

We Are Hiring:

The Patient Experience Representative at Borgess provides 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.

*The Patient Experience Representative is responsible for building strong relationships with staff, physicians and volunteers 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 engagement lens to improvement initiatives and performance monitoring.

Recipient rights officer - willing to become certified.


What You Will Do:

Provide non-medical education, support and advocacy to patients and their families.

  • Investigate, document and respond to patient and visitor complaints and concerns. Escalate
    complaints and concerns to appropriate personnel/department(s) as necessary to obtain timely, satisfactory resolution.
  • Explain the organization's policies and procedures to patients and visitors.
  • Develop, implement and participate in customer service and patient relation initiatives.
  • Regularly analyze complaint data and report to appropriate leadership. Participate in committees, work groups, and process improvement teams aimed at improving patient satisfaction.
What You Will Need:


  • High school diploma or GED required
Additional Preferences:


*Bachelors degree strongly preferred in health related field

*Health care experience strongly preferred

*Clinical experience preferred

*Demonstrated success in establishing, leading, and maintaining positive change

*Ability to handle multiple priorities and complex issues 

*Self-directed individual with strong collaboration skills

*Ability to facilitate and act as a coach

*Idea generator with critical thinking skills

*Excellent presentation and written/oral communication skills with the ability to influence a knowledgeable audience 

*Fluent in G Suite products 

Why Join Our Team:

Ascension Michigan employs over 20,000 compassionate caregivers across 16 hospitals and hundreds of related healthcare facilities. Our care teams are dedicated to providing spiritually centered, holistic care which sustains and improves the health of the communities we serve. We provide generous paid time off for work-life balance, a collaborative work environment, professional development opportunities and more to help our associates flourish personally and professionally. If you are looking for a rewarding career in healthcare, we invite you to apply today.

When you join Ascension, you join a team of over 150,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer:

Ascension Borgess is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status.

For further information regarding your EEO rights, click on the following link to the “EEO is the Law” poster:


EEO is the Law Poster Supplement

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.

Keywords: Ascension, Kalamazoo , Rep-Patient, Other , Kalamazoo, Michigan

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