Patient Relations Specialist II

University of Rochester

102d • $63,815 - $95,723

About The Position

The University of Rochester is seeking a professional to provide attention to the relations between patients/patient families and hospital staff. This role involves counseling both parties to ensure timely and appropriate responses to concerns, while also benefiting staff through a sensitive interpretation of patient/family needs and feelings. The position includes identifying and recommending corrective steps for recurring problems in service delivery, as well as developing and maintaining administrative support systems for the Patient Relations function.

Requirements

• Bachelor's degree.
• 3 years of hospital experience, preferably in a teaching hospital in roles dealing with patients and families.
• Equivalent combination of education and experience may be considered.

Responsibilities

• Provides professional attention to the relations between patients/patient families and hospital staff.
• Counsels patients and staff to ensure timely and appropriate responses to concerns.
• Assists in identifying and recommending corrective steps for recurring problems in providing services.
• Helps patients/families and staff deal with problematic situations consistent with the hospital's mission.
• Develops and maintains administrative support systems for the Patient Relations function.
• Encourages patients/patient families to express concerns and emphasizes the obligation for initial response by staff.
• Makes rounds in all areas of the hospital to interact with patients/families and staff.
• Assists in identifying primary concerns in escalated situations and helps reach mutual resolutions.
• Responds to complainants that go directly to leadership, either personally or through referrals.
• Maintains knowledge of the 'Patients' Rights' section of the New York State Hospital Code.
• Researches medical records for issues forwarded for review and prepares case summaries.
• Coordinates the review of issues that cross departmental lines and communicates with patients/families.
• Identifies and documents chronic issues in conjunction with the Patient Relations team.
• Establishes long-term relationships with patients/families and staff with unique or chronic problems.
• Reviews patient comment forms and ensures feedback is documented and communicated.
• Identifies potential liability cases and prepares case summaries for legal staff.
• Handles information about loss of patient belongings and works with staff for thorough searches.
• Evaluates institutional responsibility for losses and makes reimbursement recommendations.
• Develops and maintains filing, data collection, and support systems for Patient Relations functions.

Benefits

• Competitive salary range of $63,815.00 - $95,723.00.
• Opportunities for professional development.
• Inclusive and welcoming culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1-10 employees