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University of Rochester Patient Relations Rep - 233171 in Rochester, New York

Patient Relations Rep Job ID 233171

Location Strong Memorial Hospital Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 053 Patient Experience Ofc


8 AM-4:30 PM



Gives professional attention to the relations between patients/patient families and Strong Memorial Hospital staff, counseling both in order to assure the former of timely and appropriate response to their concerns, and to benefit the latter through a sensitive interpretation of patient/family needs and feelings; and through this process, assists the Patient Relations Coordinator in identifying and recommending corrective steps for any recurring problems in providing services to patients and their families. Helps patients/families and staff deal with problematic situations in ways that are consistent with the three-fold mission of the Hospital. Develops and maintains administrative support systems for the Patient Relations function.


Under general direction and with latitude for the exercise of independent judgment and self-directed action:

Assists in the development of systems that encourage patients/patient families to express their concerns and that emphasize the obligation for initial response by the staff directly caring for patients.

In those issues which escalate past the point of origin, assists both patients/families and staff to identify their primary concerns, deal with their anger and help them arrive at a mutual resolution that is just and clinically appropriate.

Responds immediately to all complainants who go directly to the Directors' Office either dealing with them personally or making appropriate referral.

Establishes special long-term relationships with patients/families and staff having unique or chronic problems, especially in patient matters in which there is liability potential.

Is knowledgeable about the "Patients Rights" section of the New York State Hospital Code and with that of the Joint Commission or Accreditation of Hospitals, and monitors institutional compliance in conjunction with the Patient Relations Coordinator.

In all issues forwarded for review by staff, does careful initial research in the medical record, etc., and prepares a case summary that documents both the feeling and factual allegations of complainants; coordinates the review of issues that cross departmental lines; and, as necessary, communicates with the patient/family.

Works in conjunction with the Patient Relations Coordinator to appropriately identify and document chronic issues.

Identifies potential liability cases and, after initial investigation, prepares a case summary for legal staff; at the discretion of legal staff, may continue as the primary contact, since many complainants will not take legal initiatives if their concerns are listened to carefully.

Reviews patient comment forms and assures that positive feedback gets to appropriate department heads and line staff, and that negative feedback is documented for subsequent review and follow-up.

Periodically makes rounds in all areas of the hospital to provide opportunities for interactions with patients/patient families and staff and for observing condition of facilities used by patients and their families.

Receives information about losses of patient belongings; works with staff to assure a thorough search; evaluates from incident reports and other data the degree of institutional responsibility for a loss and the appropriateness of reimbursement; makes recommendations for reimbursement or replacement. Assures that with each loss, whether reimbursed or not, there is preventive follow-up in the area involved. Deals in same way with reimbursement questions relating to staff losses during patient care and out-of-pocket costs to visitors who have accidents in SMH and are treated here.

Develops and maintains filing, data collection and other support systems appropriate to the Patient Relations functions.


Bachelor's degree and 3 years of hospital experience, preferably in a teaching hospital in roles dealing with patients and families; or an equivalent combination of education and experience.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled