Description:
Full Time Days

JOB PURPOSE:
Ensuring response to patients, family members, and visitors requests, complaints and concerns. Providing a specific channel for patients and families to obtain information, general assistance, complaint resolution and referrals to appropriate resources. Facilitating problem resolution. Leading activities of patient representatives and providing the director with administrative support.

Qualifications:
MINIMUM EDUCATION REQUIRED:
High School or GED
MINIMUM EXPERIENCE REQUIRED:
One (1) year hospital experience in a position requiring interaction with multiple departments. Four years of additional related work experience can be substituted for degree requirement.
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Bachelors degree with an emphasis in social and behavior science or public relations-related field preferred. Patient Representative experience preferred. Excellent skills in written and oral communication; ability to establish and maintain rapport with patients, family members, visitors, and hospital staff. Excellent interpersonal skills. Ability to remain calm under pressure and stress. Excellent leadership and organization skills. Basic computer literacy in Windows; ability to learn new software applications.

KEY RESPONSIBILITIES:
1. Listens to, supports, and serves as a liaison between patients, family members, visitors, staff, administration, and physicians dealing with emotionally charged issues.
2. Handles issues, complaints and grievances of patients, family members and visitors; monitors progress/status to help ensure timely resolution.
3. Communicates patients problems, questions, complaints and concerns to the appropriate staff members.
4. Explains hospital policies and procedures to patients, family members and visitors, tactfully clarifying discrepancies between Hospital procedures and patient expectations.
5. Provides compassionate support and assistance to family members of terminally ill and deceased patients.
6. Assists patients, family members and visitors and coordinates special services as appropriate, e.g., parking, meal tickets, Guest Center, notary public services, etc..
7. Refers clinical complaints and risk management issues to appropriate personnel, and follows through to ensure resolution; assists in preparing reports of incidents that could result in legal action or formal grievances.
8. Provides knowledgeable counseling and assistance to patients, family members, and staff regarding Advance Directives.
9. Educates staff on humanizing patients treatment and/or confinement.