ED Patient & Family Relations Support Spec

Rochester, NY


Works directly with hospital patients and their families in the Emergency Department to address any concerns, special needs or care issues. Works at an inter-professional level with hospital staff and providers to solve patient and family concerns and is often responsible for de-escalating difficult situations. Meets/Interviews one on one with patients, families or visitors helping them understand the department system/patient flow, listen to any concerns and help resolve any issues they can in real-time. Investigates and directs inquiries or complaints to appropriate hospital staff members and follow-up to ensure satisfactory resolution. Assists staff members who request intervention in diffusing difficult or volatile patient, family, and visitor situations. Problems encountered often involve a high level of complexity and requires a great deal of creative problem solving. Very sensitive and complex patient care issues frequently arise in the ED setting. Innovation and fast paced out of the box thinking must be used. Position is serving all populations in an often unpredictable, challenging healthcare environment


  1. Ensures patient family experience is satisfactory: Investigates and resolves complaints, concerns and other feedback for Main ED, Pediatric ED, OBS I & II, all Urgent Cares and Strong West ED. Directs inquires and complaints to appropriate staff/leadership when unable to resolve independently. Acts proactively to prevent complaints by taking action or speaking with staff/leadership when a problem is developing. Offers suggestions to resolve potential complaints. Communicates frequently with patient family concerning resolution. Keeps complaint information confidential.

  2. De-escalation of Patient Concerns: Frequently required to de-escalate situations where patients/visitors are extremely upset over long wait times or perceived lack of care. Work closely with SW, DPS, triage nurse, ambassadors, CRN, charge nurse to assure communication and patient flow

  3. Rounding: Monitors dementia/confused patients to ensure they are safe in chair or bed. Reports any safety concerns or other issues to LPN and/or: bedside nurse. Responds to other areas when called/paged. Ensuring call light and phones are within reach, provides comfort items such as pillows, blankets, ice chips and hot/cold packs.

  4. Monitoring the ED Waiting Room: Assists in keeping patients calm and updated as much as possible. Frequently listens to patients c/o worsening clinical assessment and bringing the patient for re-assessment or to the attention of the triage nurse. Many times communicates with and updating patients with severe medical, behavioral, and mental complexities. Recognizes signs of persons experiencing stress or personal trauma and takes appropriate action. Utilizes service recovery activities as applicable. Displays a caring and courteous attitude and represents the hospital in a positive manner 100% of the time. Resolves conflict and maintains an I CARE approach.

  5. Patient Belongings Management: Ensures that patient belongings are secured upon admission and stored appropriately. Maintains storage of glasses, hearing aid, dentures and other valuables according to policy. Maintains order and identification of belongings that can be identified easily by nursing staff. Documents when belongings/valuable leave with patients upon discharge.

Other duties as assigned.


Associate's degree required. 2 years of customer service experience or clinical experience in a medical setting required or equivalent combination of education and experience. Excellent interpersonal and communication skills required as well as the ability to deal effectively with the public, staff and volunteers. Required to present a caring and empathetic disposition. Proficiency in Microsoft Office Suite required. Detail oriented with strong organizational/prioritization skills required and ability to work independently under general guidance.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $18.34 - $24.77 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time