JOB SUMMARY Effectively interprets and communicates the institution's philosophy, policies, procedures and services to patients, their families and visitors. Demonstrates the ability to serve as a liaison between patient/family members, all hospital departments and administration. Responds professionally to identify and resolve problems as expressed by patients and ensures that each patient receives all the services and care to which he/she is entitled. This position functions strictly as a liaison and does not participate in hands-on patient care.
DUTIES AND RESPONSIBILITIES
Acts in the patients' behalf in response to reported concerns; increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems. Provide support to patients and staff by meeting with patients/families upon request to identify concerns and work with the leadership team on behalf of the patient to investigate and resolve identified issues. In addition, perform daily rounds on all new patients/families to orient them to the hospital as well as the patient complaint process. (EF)
Follow up with patients/families as necessary to assess issue resolution is complete. Ensures adequate closure to patient issues through thorough and prompt follow-up and documentation. (EF)
Communicates directly with department heads, their designee and/or administrative staff regarding specific problems and trends in service. (EF)
Independently handles resolution of complex problems and issues and serves as a resource/mentor to less experienced staff. (EF)
Assists in developing and maintaining an effective system of documentation. (EF)
Maintains confidentiality of all patient, hospital or physician information by using discretion when discussing patient matters.
Demonstrates respect for patients as unique individuals by honoring diversity in the patient population. Does not allow social or ethnic differences to influence patient care or effective communication.
Utilizes pertinent findings from Patient Satisfaction Surveys, Customer Complaint Data and other sources to identify areas of focus and implement proactive interventions as the patient advocate.
Demonstrates the components of the ICARE values statement. Demonstrates Service PRIDE Standards.
Follows all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards.
Performs other duties as assigned.
EDUCATION REQUIREMENTS BA/BS degree required with focus in business or healthcare administration; Masters degree preferred.
EXPERIENCE REQUIREMENTS 3-5 years healthcare experience with focus on patient relations and customer service is required.
CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED None
SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
Excellent spoken and written English.
Excellent ability to build and sustain interpersonal relationships.
Proven ability to work independently with limited supervision.