Patient & Family Experience Advisor in Holyoke, Massachusetts at Holyoke Medical Center

Note: The compensation range noted above represents the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range.

This role falls under the Quality Department, whose mission is to ensure that our patients are receiving the best quality of care, and that all safety protocols are in place.

• This role consists of rounding and interviewing patients in their rooms, with questions focusing on the quality of care they have been receiving, how the patients feel their experience has been, addressing their concern, and their overall hospital experience. Also, completing basic safety checks and assessing cleanliness of the room.

• Our goal is to provide excellent customer service to each inpatient and address any concerns the patient has in real time. This position advocates for all patients and their families as we work with all areas of the hospital staff to make their stay positive.

• This position works closely with our nursing staff, case managers and leadership advocating for our patients and their families.

• At times, providing assistance in the ED waiting room may be required. The candidate advocates for patients and their families by communicating issues and concerns, and seeking resolution through appropriate channels. The candidate also provides comfort to patients in the waiting room; checking in with the patients proactively, providing blankets, crossword puzzles, or anything they may need to make their wait more comfortable.

Minimum Requirements:

• Three (3) - Five (5) years of customer service experience

• Ability to move within a fast paced environment

• Demonstrated problem-solving skills

• Strong team player

• Fluent Spanish proficiency preferred