Patient Relations Associate III

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:

Part time

Scheduled Weekly Hours:

20

Department:

500107 Patient Experience Ofc

Work Shift:

UR - Rotating (United States of America)

Range:

UR URCA 204 H

Compensation Range:

$19.15 - $25.85

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:

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.

ESSENTIAL FUNCTIONS

• Ensures patient family experience is satisfactory. Investigates and resolves complaints, concerns, and other feedback. Directs inquiries and complaints to appropriate staff/leadership when unable to resolve independently. Acts proactively to prevent complaints by taking action or speaking with staff/leadership when a problem develops. Offers suggestions to resolve potential complaints. Communicates frequently with the patient's family concerning resolution. Keeps complaint information confidential.
• Deescalates situations where patients/visitors are upset. Works closely with staff to ensure communication and patient flow.
• Completes rounds to monitor and ensure dementia/confused patients are safe in a chair or bed. Reports any safety concerns or other issues to appropriate source. Responds to other areas when called. Ensures call lights and phones are within reach and provides comfort items such as pillows, blankets, ice chips, and hot/cold packs.
• Assists in keeping patients calm and updated as much as possible while in the ED waiting room. Listens to patients and, in the case of worsening clinical assessment, brings the patient for reassessment or to the attention of the triage nurse. Communicates with and updates patients with severe medical, behavioral, and mental complexities. Recognizes signs of persons experiencing stress or personal trauma and takes appropriate action. Utilizes service recovery activities as applicable. Displays a caring and courteous attitude and represents the hospital in a positive manner. Resolves conflict and maintains an ICARE approach.
• Ensures patient belongings are secured upon admission and stored appropriately. Maintains storage of glasses, hearing aids, dentures, and other valuables according to policy. Maintains order and identification of belongings that nursing staff can easily identify. Documents when belongings/valuables are taken with patients upon discharge.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree and 2 years customer service or clinical experience in a medical setting required
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• 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

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.