Patient Relations Support Spec
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 – 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 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.
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.
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
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.
Monitoring the ED Waiting Room:
To assist in keeping patients’ calm and updated as much as possible. Frequently listening to patients c/o worsening clinical assessment and bringing the patient for re-assessment or to the attention of the triage nurse. Many times communicating with and updating patients with severe medical, behavioral, and mental complexities.
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.
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
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 required
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.
Detail oriented with strong organizational/prioritization skills and ability to work independently under general guidance 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.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Pay Range: $17.50 - $22.75 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.
Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 008 Patient Experience Ofc