Patient Relations Representative (Coordinator) – Emergency Department

Highland Hospital • Rochester, NY

29d • Onsite

About The Position

Highland Hospital is seeking a full time Patient Relations Representative (Coordinator) for the Emergency Department. This position is an Exempt position, Monday-Friday, primarily Day shift with Evenings hours as required. This position works with patients and their families in the ED to address any concerns, special needs or care issues. The individual works directly with ED/hospital staff to solve patient/family problems, meet with patient/family/visitors as well as educates on the workings of the ED’s throughput. A key responsibility is to investigate and direct inquiries or complaints to appropriate ED/hospital staff members and follow up to ensure satisfactory resolution. Problems encountered are often complex and require good problem- solving skills and creativity. This role deals with sensitive and complex patient care issues and requires assisting staff members who request intervention in diffusing difficult or volatile patient situations. The ED serves a diverse patient population that can be multifaceted and unpredictable. The ability to make decisions in a fast paced healthcare environment is required. The individual in this role must demonstrate the ICARE values, display professional attitude and appearance, exercise excellent judgement and act independently.

Requirements

• A caring and empathetic manner with the ability to establish rapport with all customers.
• Excellent customer services skills.
• Proficiency in Microsoft Office Suite as needed.
• Bachelor’s Degree or an equivalent combination of education and experience.
• 3 years of hospital experience.
• Experience dealing with the public with an emphasis on customer relations, preferably in a clinical setting.
• Highly organized, attention to detail, multi task and ability to adjust to changing priorities in a busy environment.

Nice To Haves

• Social Work, Nursing, Quality or other clinical professional is preferred.

Responsibilities

• Works with patients and their families in the ED to address any concerns, special needs or care issues.
• Works directly with ED/hospital staff to solve patient/family problems.
• Meets with patient/family/visitors.
• Educates on the workings of the ED’s throughput.
• Investigates and directs inquiries or complaints to appropriate ED/hospital staff members and follows up to ensure satisfactory resolution.
• Assists staff members who request intervention in diffusing difficult or volatile patient situations.
• Makes decisions in a fast paced healthcare environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level