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University of Rochester Patient Relations Support Spec - 229116 in Rochester, New York

Patient Relations Support Spec Job ID 229116

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

Time as Reported Grade 007 Patient Experience Ofc

Responsibilities

GENERAL PURPOSE:

Works with hospital patients and their families in the assigned area to address any concerns, special needs or care issues. Works directly with hospital staff to solve patient and family problems. Meets/Interviews one on one with patients, families or visitors helping them understand the department system/patient flow and listen to any concerns. Investigates and directs inquires 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 situations.

Problems encountered are often a high level of complexity and requires a great deal of creativity. Very sensitive and complex patient care issues can arise. Innovation and fast paced out of the box thinking must be used. Position is in an often unpredictable healthcare environment serving all populations.

RESPONSIBILITIES:

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.

Rounding:

With LPN, assists in performing safety checks, ensuring call light and phones are within reach, providing comfort items such as pillows, blankets, ice chips and hot/cold packs. 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.

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.

Contributes to a stress free and caring environment:

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.

Other duties as assigned

QUALIFICATIONS:

  • High School Diploma or Equivalent required

  • Associates Degree preferred

  • 2 years customer service experience, including at least 1 of those years in a hospital or medical setting; or equivalent combination of education and experience required

  • 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 Suite required.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

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