Patient Relations Spec II

University of Rochester•City of Rochester, NY

11d•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role provides professional attention to the relations between patients/patient families and hospital staff, counseling both in order to ensure the former of timely and appropriate response to their concerns, and to benefit the latter through a sensitive interpretation of patient/family needs and feelings. Assists in identifying and recommending corrective steps for any recurring problems in providing services to patients and their families. Helps patients/families and staff deal with problematic situations in ways that are consistent with the three-fold mission of the hospital. Develops and maintains administrative support systems for the Patient Relations function.

Requirements

Bachelor's degree and 3 years of hospital experience, preferably in a teaching hospital in roles dealing with patients and families required Or equivalent combination of education and experience

Responsibilities

Provides professional attention to the relations between patients/patient families and hospital staff, counseling both in order to ensure the former of timely and appropriate response to their concerns, and to benefit the latter through a sensitive interpretation of patient/family needs and feelings.
Assists in identifying and recommending corrective steps for any recurring problems in providing services to patients and their families.
Helps patients/families and staff deal with problematic situations in ways that are consistent with the three-fold mission of the hospital.
Develops and maintains administrative support systems for the Patient Relations function.
Assists in the development of systems that encourage patients/patient families to express concerns and emphasize the obligation for initial response by the staff directly caring for patients.
Periodically makes rounds in all areas of the hospital to provide opportunities for interactions with patients/patient families and staff and for observing condition of facilities used by patients and their families.
In situations where issues escalate past the point of origin, assists both patients/families and staff to identify primary concerns, deals with anger and helps them arrive at a mutual resolution that is just and clinically appropriate.
Responds immediately to all complainants that go directly to leadership, either dealing with them personally or making appropriate referral.
Maintains knowledge of the "Patients Rights" section of the New York State Hospital Code and with that of the Joint Commission or Accreditation of Hospitals and monitors institutional compliance in conjunction with Patient Relations team.
Researches medical record for all issues forwarded for review by staff and prepares a case summary that documents both the feeling and factual allegations of complainants.
Coordinates the review of issues that cross departmental lines and, as necessary, communicates with the patient/family.
Works in conjunction with the Patient Relations team to appropriately identify and document chronic issues.
Establishes special long-term relationships with patients/families and staff having unique or chronic problems, especially in patient matters in which there is liability potential.
Reviews patient comment forms and ensures positive feedback gets to appropriate department heads and line staff and negative feedback is documented for subsequent review and follow-up.
Identifies potential liability cases and, after initial investigation, prepares a case summary for legal staff.
Receives information about loss of patient belongings.
Works with staff to ensure a thorough search.
Evaluates the degree of institutional responsibility for a loss and the appropriateness of reimbursement based on incident reports and other data.
Makes recommendations for reimbursement or replacement.
Ensures with each loss, whether reimbursed or not, there is preventive follow-up in the area involved.
Deals with reimbursement questions relating to staff losses during patient care and out-of-pocket costs to visitors who have accidents and are treated on premises.
Develops and maintains filing, data collection and other support systems appropriate to the Patient Relations functions.
Other duties as assigned.