Patient and Family Relations Liaison

Monument Health•Rapid City, SD

2d•$24 - $30

About The Position

Provides patient and family relations support, including crisis intervention, community resource guidance, and patient complaint follow-up. Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include: Supportive work culture Medical, Vision and Dental Coverage Retirement Plans, Health Savings Account, and Flexible Spending Account Instant pay is available for qualifying positions Paid Time Off Accrual Bank Opportunities for growth and advancement Tuition assistance/reimbursement Excellent pay differentials on qualifying positions Flexible scheduling

Requirements

Requires the ability to work assigned schedules and hours as determined by the department
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Nice To Haves

Experience - 1+ years of Healthcare Experience
Experience - 1+ years of Social Services Experience
Education - Bachelors degree in Healthcare, Human Relations, or Social Services
Certification - Society for Healthcare Advocacy (SHCA) Domains of Practice Certificate - Accredited University or accredited training professionals

Responsibilities

Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action.
Maintain accurate and complete documentation of complaints and resolutions.
Develops and monitors performance indicators for processes related to patient complaints and/or satisfaction as evidenced by observation, documentation, and/or feedback.
Works with social worker/case manager as needed to make referrals to appropriate community agencies or social services.
Coordinates activities related to patient and guest relations and improvement of customer satisfaction.
Rounding on new admissions and waiting rooms to monitor patient/family needs and to provide patient relations assistance as needed.
Participates in performance improvement and quality control activities.
Assists patients and families in navigating healthcare system and/or hospitalization with expectation setting.
All other duties as assigned.