Caregiver & Patient Experience Facilitator bei Mercycare

Work Shift

Day

Scheduled Weekly Hours

40

Summary

The Caregiver & Patient Experience Facilitator provides emotional support and resources to family caregivers caring for adults who are patients in the hospital, helping reduce their stress, promote well-being, and improve their quality of life. In alignment with Mercy’s person-centered philosophy, this role also supports patient experience initiatives by integrating strategy, education, and direct engagement to enhance both caregiver and patient experiences.

Job Description

Job Duties

• Meets with caregivers in-person, virtually or via phone to provide emotional support.
• Assists caregivers to identify their needs, assists with healthcare navigation and helps make connections to community resources while the caregiver is at Mercy.
• Coordinates caregiver educational initiatives.
• Provides oversight of the caregiver resource program and caregiver resource volunteers, including volunteer training, scheduling, meeting facilitation and partnering with Volunteer Services on recruitment efforts.
• Designs processes and create innovative ways to connect with caregivers in the hospital and meet their needs.
• Develops educational tools to use in educating and coaching caregivers, staff, and providers.
• Facilitates caregiver support groups. 
• Assists in coordinating and supporting caregivers through the Stay In Touch program.
• Makes presentations about the Caregivers Center and other educational topics related to caregiving if requested.
• Writes newsletter articles for the DICAD newsletter.
• Collaborates with the Family Caregivers Center of Mercy.
• Keeps updated about community resources.
• Provides oversight of Advance Directives process, including policy management and staff and community education.
• Provides direction to and coaching of Mercy leaders, staff, and providers to positively influence the patient and caregiver experience.
• Works closely with the Patient Advocate with complaints and grievances as needed.
• Acts as a liaison to the hospital and clinics on patient satisfaction data analysis and the Press Ganey reporting system. Identifies trends and assists with action plans
• Follows Mercy's safety guidelines, carries out job- specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.

Knowledge, Skills and Abilities

• Experience as a caregiver.
• Ability to do organizational development.
• Ability to present publicly.
• Ability to assess situations or problems and develop and implement an action plan.
• Excellent communication skills.
• Ability to establish relationships with people of all ages and backgrounds and gain their trust.
• Ability to work in partnership internally with Mercy Medical Center personnel.
• Computer literate.
• Must have empathy, tact and patience.
• Resilience in coping with challenging situations.
• Good time management and organizational skills.

Professional Experience

• 5 years of healthcare experience required.

Education

• Associate’s degree in social work or related healthcare field required. Bachelor's degree preferred.

Licensure, Certification, Registration

• Iowa Dependent Adult Abuse and Iowa Child Abuse Mandatory Reporter training required.  Employee must submit certification of completed training to Human Resources prior to start or transfer date.

Pay Rate Type

Salary

Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.

Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.

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