<p>Overview</p> <p>Job Summary</p> <p>Makes telephone contact with patients within 24-48 hours after discharge to assess patient satisfaction, evaluate patient education, determine patients' compliance with discharge instructions, also identifies trends that may require improvement of practice, quality of patient care or hospital processes. Represents Administration to BMHC patients, families, and visitors in communicating relevant policies, responding to conflict situations, and providing service recovery. Responds to difficult customer service situations and supports families and staff. At all times, models exemplary customer service and professionalism.</p> <p>Responsibilities</p> <ul> <li>Makes telephone contact with patients within 24-48 hours after discharge to evaluate patient education, identify trends that may require improvement in practice, improve patient quality of care, determine patients' compliance with discharge instructions and assess overall impressions of hospital performance as well as improve patient experience.• Uses a centralized database to record and track patient's responses. Supports the clinical managers in recognizing employees deserving recognition as they are identified in the discharge telephone call process. </li></ul> <p>Specifications</p> <p>Experience</p> <p>Minimum Required</p> <p>3- 5 years' experience in direct patient care in inpatient acute-care setting.</p> <p>Preferred/Desired</p> <p>5 years' experience in direct patient care in inpatient acute-care setting.</p> <p>Education</p> <p>Minimum Required</p> <p>Associate's degree in nursing</p> <p>Preferred/Desired</p> <p>Bachelor of Nursing (BSN) preferred</p> <p>Licensure</p> <p>Minimum Required</p> <p>RN License</p>