Patient Relations Coordinator- ED

Southern Ohio Medical Center•Portsmouth, OH

44d•Onsite

About The Position

The Patient Relations Coordinator works under the supervision of the Director of Emergency Services, the Manager and Assistant Nurse Managers. The primary job function is to meet, greet, and direct patients, families, and visitors that enter the SOMC ED. This role provides service to patients and families waiting in the Emergency Room by providing information regarding procedures, patient progress, and other information. The coordinator works with nursing staff to control visitor flow in and out of the treatment area and resolves conflict/complaint situations within their scope. This position supports each Strategic Value by providing excellent care to those served and works with other disciplines/ancillary services in the care they provide.

Requirements

High School Diploma or successful completion of an equivalent High School Exam Required
Ability to read, write, and speak English required
Working knowledge of medical terminology required
BLS within 90 days of hire required
Six to eight weeks on-the-job experience is necessary to learn charting skills, nursing/physician styles, Emergency Department routines, records, supplies, and treatment room locations, and record keeping expectation.

Nice To Haves

Associate's Degree in Communications, Public Relations, Social Services, or related health field preferred
Previous experience preferred.
Experience in a related field with specialized knowledge i.e., conflict resolution, interpersonal communications, win-win negotiations, medical terminology and the working knowledge of hospital especially in Emergency Department may be helpful.

Responsibilities

Communicates with the nursing and medical staffs, checks patient charts, investigates reasons for delay and provides this information to patients and family members to keep them updated on what is going on as needed.
Meets/greets patients, families, and visitors. Offers comfort and reassurance and refers them to appropriate professionals i.e., primary care nurse, physician, pastoral care, etc.
Performs according to Greeter Role.
Performs patient and family rounding.
Maintains rounding log.
Provides directions and/or guidelines about the hospital when asked and handles phone requests for information regarding patients.
Walks patients/visitors to destination as needed.
Helps to maintain visitor control in the treatment area.
Abides by hospital confidentiality and media information policies.
Resolves patient/family complaints/problems, documenting all contacts and actions taken.
Works to resolve complaints/problems and diffuse potentially situations before they get out of hand.
Acts as liaison for patients and families with hospital staff.
Answer the telephone timely and courteously.
Maintains positive interactions with customers.
Demonstrates the ability to organize to meet the needs of the department.
Actively participates in developing own professional goals.
Performs other duties as assigned.