Patient Experience Representative
at The GW Medical Faculty Associates

Date Posted: 10/26/2019

Job Description

Become a part of an exciting team! The George Washington University Medical Faculty Associates is a 750 provider practice, the largest in the DC Metro area dedicated to improving the healthcare outcomes of citizens in the National Capital Region. With close ties to GW University and GW Hospital, the practice group offers great benefits and opportunities for career growth in a dynamic environment where transforming lives through healing, education and research is our shared purpose.
Position Summary
The Patient Experience Representative works independently to meet The Office of the Patient Experience goals. Promotes a patient and family centered model of care that fosters customer loyalty.  Promotes understanding of the patient and family’s perspective and encourages empathy and compassion. Develops and maintains cooperative relationships with others.

Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

  • Works independently to review, assess, research and resolve patient/visitor feedback and inquiries directed to The MFA Office of the Patient Experience
  • Responsible for listening to and assessing patient needs, and taking the steps necessary to facilitate resolution of concerns or problems in an effective and timely manner.
  • Responds to questions and suggestions about MFA services; Assists with daily questions and training needs related to incident reporting system
  • Works closely with MFA operations leaders and providers to review and address patient concerns to meet patient expectations and build a patient and family centered culture.
  • Endeavors to establish and maintain meaningful relationships with MFA personnel that enhance delivery of care and service
  • Responds to patient complaints, compliments and inquiries verbally and in writing; Ensures that all patient feedback, patient communications, research and outcomes are documented in the incident reporting system
  • Demonstrates knowledge and skills necessary to determine patient care and service that is appropriate and makes recommendations and shares best practices when possible
  • Responds to compliments submitted by patients/visitors by providing positive recognition to the involved staff member and sharing with relevant teams
  • Responds to and documents all details of patient concerns and inquires and responds appropriately
  • Identifies potential risk issues and communicates these to Risk Management
  • Assists in compiling periodic reports for departments using report system in incident reporting system
  • Coaches employees and physicians on how to manage challenging patient and family interactions
  • Identifies areas of improvement as it relates to work process and outcomes and assist with improvement opportunities when necessary
  • Manages day to day operations for uniform fittings and the MFA’s interpretation program and is well versed in the MFA process and external requirements
  • Serves as backup for the Office of Attending Physicians Project Coordinator; manages OAP scheduling program when manager is out of the office
  • Assists with projects related to interpretation services, improvement of the patient experience, uniforms, etc.
  • Seeks out and participates in educational opportunities that allow gathering of best practices for ongoing improvement of the MFA patient experience
  • Represents the Medical Faculty Associates to internal and external customers in a professional, diplomatic and positive manner; exhibits the highest degree of professionalism, friendliness, helpfulness, and customer service
  • Maintain sensitivity to cultural diversity, and ability to interact with a multicultural patient and guest population
  • Safeguards the confidentiality and privacy of all MFA organizational and patient information obtained and utilized in the operations of the Patient Experience Representative position, to include but not limited to:
-information related to the legal activities of the MFA
-information related to risk management and quality improvement initiatives within the MFA
-information related to MFA Peer Review activities
-information related to MFA Senior and Department Management initiatives and activities
-all Individually Identifiable Health Information as defined by HIPAA Privacy regulations
The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A Bachelor’s degree is required
At least three years of responsible business administration experience directly applicable to functional area is necessary and/or experience in customer service field. At least three years working with patients in a healthcare setting or working in a related customer service field.

Must have excellent verbal and written communication skills. Must be able to communicate providing verbal feedback in a professional manner. Must be able to follow and understand instructions, and react favorably in all work situations.  Must have strong interpersonal skills and be mentally adaptable and flexible in dealing with a variety of people at various levels within and outside the Medical Faculty Associates (MFA).  Must have substantial interpersonal skills with the ability to handled very difficult, possibly angry people, constructively.  Must be organized and able to set priorities.  Must have proficient computer skills and analytical skills in order to gather and interpret data relevant to complex patient care or service problems.

Job Snapshot

About Us

Welcome to The GW Medical Faculty Associates

We are the largest multi-specialty physician practice in the Washington, DC area. When you choose to work for us, you choose to help improve people's health care experience on a daily basis. We seek qualified professionals, from all backgrounds and disciplines, to join our family of physicians and staff. Come join our exciting team as we reshape trends through our innovations and commitment to providing excellent healthcare.

The GW Medical Faculty Associates is an equal opportunity employer who recognizes the value of diversity. Applicants are considered for applicable positions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, marital or veteran status, disability, or any other category protected under federal, state, or local law.

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