This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).
1. Maintain strict confidentiality in accordance to TCC/CAIHC Policy and Health Insurance Portability and Accountability Act (HIPAA).
2. Assist patients/family members, from across the TCC Region, in navigating health services. Work with Patient Experience at Alaska Native Medical Center (ANMC) to ensure smooth continuum of care.
3. Act as a liaison and support for patients in communicating concerns regarding care or services received to involved departments.
4. Document patient/visitor concerns to management/leads to include detail orientated of concern, requesting actions or outcome taken to resolve concerns and follow up with patient via phone communication and/or by letter.
5. Provides support for patients, families, and escorts requiring services at ANMC and other providers in Anchorage. Ensures patients have sufficient information to make informed decisions while inpatient.
6. Provides service recovery for patients, family or escorts as appropriate.
7. Develop, manage and maintain relationships with clinic staff, administrators, other key patient contacts and ANMC Patient Experience Team. Promote a culture of excellence at all times through outstanding internal and external customer service.
8. Assist with monitoring patient satisfaction and quality goals by participating in regular survey development and implementation.
9. Perform elder follow-up (phone calls or surveys, care coordination, advocacy, etc.). Identify and address elder specific needs and areas for improvement to better serve elders.
10. Gather feedback by for reporting and patient experience evaluations. Document and report staff recognition and kudos.
11. Identify areas of improvement and assist with improvement process. Collaborate with department managers to meet patient needs and expectations to build patient trust.
12. Assist with the implementation, support, and sustainability of TCC’s Ch’eghwtsen’ philosophy by treating everybody with compassion, dignity and respect.
13. Monitor SyncTimes for alerts on unhappy patients or long wait times. Coordinate with Care Teams and/or check in on patient rooms to ensure excellent patient experience.
14. Assist with Patient Portal, assist hearing impaired patients, wheelchair patients, and, as requested, shadow patients during visits.
15. Assist in the development and execution of Quality Management’s strategic plan and performance dashboards.
16. Develop a comprehensive understanding of current services offered by CAIHC/TCC through department shadowing and participation in trainings. Become knowledgeable on Indian Health Services.
17. Travel to TCC villages to help promote TCC quality of care and to provide education regarding TCC’s Patient Experience program.
18. Conduct appeal processing and review for Purchased/Referred Care (PRC) appeals.
19. Provide daily communications via e-mail, phone, in person and submitting reports.
