Patient Relations Coordinator
Rochester, NY
GENERAL PURPOSE:
Develops and oversees all intake activities for Patient Relations Department. Determines appropriate Patient Relations Representatives to triage incoming calls when, emails, and walk-ins as needed. Provides independent oversight of cases for some of the routine requests and complaints that come through Patient Relations Department (such as assistance with appointment access, lost belongings, and informational requests, etc.). Review and enhance all customer service aspects of the PFR complaint process. Maintains routine correspondence with patients/families throughout this process.
SPECIFIC RESPONSIBILITIES:
Serves as the initial point of contact for Patient Relations : Determines appropriate representative to handle the case (based on the type of concern, and volume of intakes) – and triages appropriately. Ensuring that patients have real time initial contact with a staff member, and are not directed to an answering machine. Deescalating initial frustrations before they end up triaged to Patient Relations representative.
Independent oversight of concerns: take on full responsibility of some of the routine requests such as Information Requests, Lost Belongings, and Access Issues – instead of triaging to patient relations representatives.
Ensures patient family experience is satisfactory: Investigates and resolves complaints, concerns and other feedback. 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. Keeps complaint information confidential. Will be responsible working within the software tracking system, RL Solutions to review, document, and subsequently follow-up to ascertain that all concerns are managed appropriately.
Correspondence: Develops and maintains patient-centered correspondence with patients/families throughout the review process. Work to continually enhance all customer service aspects of the PFR complaint process.
Serves as liaison between immediate area and others in office and hospital; coordinates activities by attending and participating in meetings; confers with third-party representatives on a routine and as needed basis.
REQUIREMENTS:
College graduation or an equivalent combination of experience and training required. 1 year of relevant administrative experience required.
Experience with Microsoft Office – especially Outlook required
Organizational knowledge/experience preferred
Customer Service Experience required
Familiar with working in eRecord preferred
Excellent interpersonal and communication skills. Ability to deal effectively with the public, staff and volunteers. Presents a caring and empathetic disposition. Proficiency in Microsoft Office required.
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.
Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 051 Patient Experience Ofc
Schedule: 8 AM-4:30 PM