Patient Relations Assoc III - Emergency Med - University of Rochester : Job Details

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: 601 Elmwood Ave, Room G5428, Rochester, New York, United States of America, 14642

Opening: Regular

Time Type: Part time

Scheduled Weekly Hours: 24

Department: 500107 Patient Experience Ofc

Work Shift: UR - Rotating (United States of America)

Range: UR URCA 204 H

Compensation Range: $18.34 - $24.77

General Purpose: 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 follow-up to ensure satisfactory resolution. Assists staff members who request intervention in diffusing difficult or volatile patient, family, and visitor situations. Problems encountered often involve a high level of complexity and require a great deal of creative problem solving. Very sensitive and complex patient care issues frequently arise in the assigned setting. Innovation and fast paced out of the box thinking must be used. Position is serving all populations in an often unpredictable, challenging healthcare environment.

• Ensures patient family experience is satisfactory. Investigates and resolves complaints, concerns and other feedback. Directs inquires 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 is developing. Offers suggestions to resolve potential complaints. Communicates frequently with patient family concerning resolution. Keeps complaint information confidential.
• De-escalates situations where patients/visitors are extremely upset over long wait times or perceived lack of care. Works closely with staff to ensure communication and patient flow.
• Completes rounds to monitor and ensure dementia/confused patients are safe in chair or bed. Reports any safety concerns or other issues to LPN and/or bedside nurse. Responds to other areas when called/paged. Ensures call light 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 re-assessment 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 I CARE approach.
• Ensures patient belongings are secured upon admission and stored appropriately. Maintains storage of glasses, hearing aid, dentures and other valuables according to policy. Maintains order and identification of belongings that can be identified easily by nursing staff. Documents when belongings/valuable leave with patients upon discharge.

Other duties as assigned.

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

• Excellent interpersonal and communication skills required
• Ability to deal effectively with the public, staff and volunteers required
• Presents a caring and empathetic disposition 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 Classes). 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.