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Form of work
SalaryJOB SUMMARY:
Manages relationships between patients, families, and Medical Center personnel. Serves as a liaison and mediator for both internal and external parties when concerns and challenging situations arise. Compiles information for investigation, classifies concerns and grievances, determines appropriate follow-up actions, and facilitates resolution of problems. Maintains timely and strictly confidential documentation to be used when accrediting bodies review patient care and hospital procedures. Presents him/herself professionally, has excellent interpersonal and communication skills, and is dedicated to improving care and communication throughout the Medical Center. Handles basic issues and problems, and refers more complex issues to higher-level staff. Possesses beginning to working knowledge of subject matter.
EDUCATION/EXPERIENCE:
Bachelor's Degree in sociology, psychology, or other human relations discipline preferred. Prior hospital patient relations or comparable experience in a related field may be considered. Knowledge of medical terminology and Medical Center service lines/chain of command preferred
ESSENTIAL FUNCTIONS:
1. Facilitates the resolution of problems and concerns voiced by patients and their family members regarding care rendered in the Medical Center. 2. Provides follow-up to ensure patient satisfaction and documentation for further analysis to maintain and improve the quality of care in the institution. 3. Ensures that all contact with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner. 4. Works with others in the department to promote a harmonious work environment. 5. Displays concern and provides assistance or explains procedures as appropriate. 6. Performs duties and conducts interpersonal relationships in a manner designed to project a positive image of the Medical Center. 7. Assists in compilation of monthly Patient Relations report. 8. Promotes a caring and compassionate environment in the Intensive Care Unit. 9. Provides age/developmental appropriate care in accordance with Age/Developmental Specific Care Guidelines for the specific age groups served when interacting with patient's families. 10. Performs other duties as assigned.
SKILLS & QUALIFICATIONS:
Exceptional communication and interpersonal skills in problem solving, mediation and conflict resolution. Ability to deal calmly and effectively with people who may be emotional. Sensitivity with respect to a diverse and multicultural population of patients, families, guests and medical staff. Requires good computer skills.
WORK ENVIRONMENT:
Contact with patients under a wide variety of circumstances. Possible exposure to infectious or contagious diseases and unpleasant elements. Clean, well-let, comfortable office environment. Moderate noise level.
