Patient Relations Spec II

University of Rochester•City of Rochester, NY

1d•$64,200 - $96,200•Onsite

About The Position

The Patient Relations Spec II provides professional support for relations between patients and their families and hospital staff. The role counsels both patients/families and staff to help ensure timely and appropriate responses to concerns, interpret patient and family needs sensitively, identify recurring service problems, and recommend corrective steps. The position helps resolve difficult situations in ways consistent with the hospital’s mission and develops and maintains administrative support systems for Patient Relations. The specialist encourages patients and families to express concerns, makes rounds throughout the hospital, and helps address escalated complaints by identifying core concerns and facilitating just, clinically appropriate resolutions. The role reviews medical records and patient feedback, coordinates cross-departmental reviews, documents chronic issues, identifies potential liability cases, and supports follow-up on lost belongings and reimbursement questions. It also maintains knowledge of applicable patient-rights and accreditation requirements and monitors institutional compliance with the Patient Relations team.

Requirements

Bachelor’s degree and 3 years of hospital experience, preferably in a teaching hospital in roles dealing with patients and families; or an equivalent combination of education and experience.

Nice To Haves

Hospital experience in a teaching hospital in roles dealing with patients and families is preferred.

Responsibilities

Help develop systems that encourage patients and families to express concerns and support initial responses by the staff directly caring for patients.
Make periodic rounds throughout hospital areas to interact with patients, families, and staff and observe facilities used by patients and families.
Help patients, families, and staff resolve escalated issues by identifying primary concerns, addressing anger, and facilitating mutual, just, and clinically appropriate resolutions.
Respond promptly to complainants who contact leadership directly, either personally handling the concern or making an appropriate referral.
Maintain knowledge of patient-rights requirements under the New York State Hospital Code and Joint Commission or hospital accreditation standards, and monitor institutional compliance with the Patient Relations team.
Research medical records for issues referred for review and prepare case summaries documenting complainants’ feelings and factual allegations.
Coordinate reviews of issues that cross departmental lines and communicate with patients or families as needed.
Identify and document chronic issues with the Patient Relations team and establish long-term relationships with patients, families, and staff dealing with unique or chronic problems, especially matters with potential liability.
Review patient comment forms; route positive feedback to appropriate department heads and staff, and document negative feedback for review and follow-up.
Identify potential liability cases and prepare case summaries for legal staff after initial investigation.
Receive reports of lost patient belongings, coordinate searches with staff, evaluate institutional responsibility and reimbursement appropriateness, and recommend reimbursement or replacement.
Ensure preventive follow-up in areas involved in lost-property incidents, regardless of whether reimbursement is provided.
Address reimbursement questions concerning staff losses during patient care and visitors’ out-of-pocket costs after accidents and treatment on premises.
Develop and maintain filing, data-collection, and other administrative support systems for Patient Relations.
Perform other duties as assigned.