Description

Pay: $21.00 / HR
The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant's education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program

Benefits: ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Staff & Management

Position Summary:

Patient Experience Advocate partners with the leadership team to develop and ensure the effective and consistent implementation of customer service strategies across the account. This individual works closely with the Patient Experience Manager, leadership, the hospital-based patient experience team, and employees to analyze patient experience results and identify, prioritize, plan, implement, and oversee improvement efforts.

Essential Duties:

• Contacts patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.
• Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience.
• Advocate to resolve patient issues.
• Ensure industry standards are met, and satisfaction scores are on target. Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice, expectations, and perspective with the Environmental Services team.
• Ensures effective communication with patient and family regarding expectations and services provided.
• Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
• Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaboratively with the Environmental Services leadership and staff to resolve.
• Provides feedback and coaching to the Environmental Services team in delivering high touch, service-oriented interactions at every encounter with patients, visitors, and family.

Qualifications and Education Requirements

• Bachelor's Degree preferred
• In lieu of Bachelor's Degree, High School/GED with 5+ years of relevant management/customer engagement experience is acceptable.

Job Knowledge/Experience
Required:

• Experience in a service industry preferred (hospitality, restaurant, personal services, amusements and recreation, or healthcare).
• Must understand principle of first grade customer services and various approaches to application.
• Possess strong customer service skills to interact with patients and visitors, hospital leadership and staff, and ABM leadership and staff.
• Must be able to address difficult, awkward situations.
• Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplished goal.
• Ability to work with minimal supervision.
• Ability to ensure the confidentiality and rights of patients and confidentiality of health system and departmental documents required.
• Knowledge of basic statistics and the ability to interpret graphical illustrations regarding patient experience data.
• Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.

Language/Writing/Communication Requirements

• Ability to communicate effectively both verbally and in written form with patients, physicians, administration, health system officials, other health system personnel and general public.
• Proficient in Windows-based operating software/systems.
• Knowledge of word processing, spreadsheets, and other assorted business software.

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About Us

ABM (NYSE: ABM) is one of the world's largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM's comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries - from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit http://www.abm.com.

ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.

ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.

ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.
ABM directs all applicants to apply at http://www.abm.com/ ABM does not accept unsolicited resumes.