Patient Relations Associate III

Works directly with hospital patients and their families in the assigned area to address any concerns, special needs or care issues. Works at an inter-professional level with hospital staff and providers to solve patient and family concerns – often responsible for de-escalating difficult situations. Meets/Interviews one-on-one with patients, families, or visitors, helping them understand the department system/patient flow, listens to any concerns, and helps resolve any issues they can in real-time. Investigates and directs inquiries or complaints to appropriate hospital staff members and follows up to ensure satisfactory resolution. Assists staff members who request intervention in diffusing difficult or volatile patient, family, and visitor situations.

Responsibilities

Works directly with hospital patients and their families in the assigned area to address any concerns, special needs or care issues; Works at an inter-professional level with hospital staff and providers to solve patient and family concerns; Meets/Interviews one-on-one with patients, families, or visitors, helping them understand the department system/patient flow; Investigates and directs inquiries or complaints to appropriate hospital staff members and follows up to ensure satisfactory resolution; Assists staff members who request intervention in diffusing difficult or volatile patient, family, and visitor situations; Ensures patient family experience is satisfactory; Deescalates situations where patients/visitors are upset; Completes rounds to monitor and ensure dementia/confused patients are safe; Assists in keeping patients calm and updated while in the ED waiting room; Ensures patient belongings are secured upon admission

Requirements

Associate's degree and 2 years customer service or clinical experience in a medical setting required; Equivalent combination of education and experience; Excellent interpersonal and communication skills required; Ability to deal effectively with the public, staff and volunteers required; Proficiency in Microsoft Office Suite required; Detail oriented with strong organizational/prioritization skills and ability to work independently under general guidance required