Patient Relations Spec II

University of Rochester; City of Rochester (NY); In loco; USD 64.000 - 96.000; Tempo pieno

Descrizione del lavoro

The University of Rochester seeks a dedicated Patient Relations professional to strengthen communication between patients, families and hospital staff. The role focuses on timely responses to concerns, collaborative problem solving, and advocacy for patient needs in a large teaching hospital setting.

Responsibilities include rounds, case summaries for leadership, and maintaining systems that document patient issues while ensuring compliance with patient rights policies.

Competenze

• Bachelor's degree and 3 years of hospital experience required or equivalent combination of education and experience.
• Experience dealing with patients and families in a hospital setting preferred.

Mansioni

• Provides professional attention to patient-family relations and hospital staff to address concerns promptly.
• Identifies corrective steps for recurring service issues and documents summaries for risk review.
• Maintains patient rights knowledge and supports compliance with hospital policies.
• Develops and maintains administrative support systems for Patient Relations.
• Performs rounds to engage patients, families, and staff and observe care environments.

Conoscenze

Patient relations

Communication

Conflict resolution

Formazione

Bachelor's degree + 3 years hospital experience

Descrizione del lavoro

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.

Job Location (Full Address)

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening

Worker Subtype: Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

500107 Patient Experience Ofc

Work Shift

UR - Day (United States of America)

Range

UR URG 111

Compensation Range

$64,200.00 - $96,200.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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.

Essential Functions

• 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 escape 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.

Minimum Education & Experience

• 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

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.