Join a family of caregivers who provide whole person care; body-mind-spirit, to people living in communities accross Western North Carolina.
AdventHealth Hendersonville offers the uncommon compassion of a hometown community hospital powered by the support of a national healthcare sustem enabling it to provide services, technologies, and facilities to meet the whole health needs of our communities.
Faith based organization that extends Christ's healing ministry to every person, every time.
Co-workers who feel like family and together deliver on our Service Standards of Keep Me Safe, Love Me, Make it Easy and Own It.
As a part of the more than 1.100 team members who make up AdventHealth Hendersonville, you will enjoy competitive salaries, exceptional benefits and opportunities for growth and leadership development.
You Will Be Responsible For
Coordinates the implementation of AdventHealth Hendersonville Experience Model, service excellence strategies and tools to support the effective implementation of a culture of always.
Encourages successful implementation across the organization that supports an ongoing focus on service and the AdventHealth Hendersonville Experience.
Available to leaders for coaching/training for Experience initiatives.
Communicates to department through newsletters information about AdventHealth Hendersonville events.
Helps to coordinate and facilitates yearly mandatory educational sessions for all employees with the AdventHealth Hendersonville Experience.
Facilitates orientation and ongoing programs for content and potential impact on patient experience, and works with Human Resources to provide AdventHealthHendersonville Experience and getwellnetwork training in New Employee Orientation.
Responds immediately to any patient complaints/concerns while patient is still at the facility. Listens and empathizes to reduce and relieve stress and anxiety.
Maintains and logs any patient complaints/concerns and provides feedback with a resolution and response system.
Oversees Patient Relations team and trains through scripting, touch points and patient rounding to analyze outcomes and support service initiatives.
Prepares administrative reports and analyses trends for guest relations touch points, wait time reports, and comparison reports.
Responsible for updating, installing, and day to day operations of getwell by being the onsite systems administrator responding to any technical issues or problems and engaging patients, guests and staff in system use.
Work closely with all levels of staff and leadership in ongoing training and driving measurable outcomes with the getwellnetwork.
Respond to patient and guest feedback through getwell in a timely manner and bring them to the attention of appropriate parties involved to set targets of improvement based on the feedback.
Demonstrate knowledge and skills to perform duties, methods and procedures required by the job.
Maintains strict confidence of patient and/or customer information.
Suggest and participate in process improvement opportunities in the performance of duties.
Documents patient care and completes task list in accordance to standards of care and other protocol.
Seeks solutions to resolve unexpected problems that arise in the course of their work, and make practical routine decisions.
Gets along well with co-workers, patients, families and others served. Treats everyone with courtesy and respect.
Does not engage in gossip or character defamation of others. Respects social and cultural differences.
Sense the needs of those served and take initiative to optimize their experience at AdventHealth Hendersonville.
Notifies supervisor of potential and actual safety issues. Prevents and takes corrective action of physical safety, sanitation and infection control within work area.
Perform all aspects of patient care in an environment that optimizes patient safety and reduces the likelihood of medical/health care errors.
Practices proper body mechanics and lifting techniques. Uses lifting devices to move patients and seeks assistance as needed.
Complete education, training and competency programs required for the job within time frames established.
Dependable, arrives at work on time, reports to work as scheduled, and adheres to break and meal schedules.
Schedules time off in advance. Punches in and out as scheduled. Calls supervisor to report absences timely.
Agrees to work extra shifts/hours as needed.
Completes work assignments thoroughly and follows up on requests in an accurate, prompt and timely manner.
What you will need:
Associate’s degree in Business or Hospital Administration Field required.
Two years’ experience in patient/health care relations leadership required.
Group presentation skills required.
Proficient in Microsoft Office required.
Excellent interpersonal and analytical skills required.
Able to communicate effectively in English, both verbally and in writing required.
Supervises patient relations team to promote a quality experience for all. Identifies organizational opportunities to provide positive experiences and orchestrates the implementation of the AdventHealth Hendersonville Experience Model to ensure that everyone delivers a consistent, mission inspired guest experience.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.