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Patient Relations Coordinator
3 months ago
HOW WE CARE FOR YOU:At Rochester Regional Health, we are dedicated to getting health care right. Our robust benefits and total rewards foster employee wellbeing, professional development and personal growth. We care for your career while caring for the community.Pension PlanRetirement PlanComprehensive Benefits PackageTuition ReimbursementBenefits Effective Date of HireSame Day Pay through Daily PaySUMMARYResponsible for collaborating with stakeholders across the organization to work towards the remediation of patient/visitor complaints, and doing so in a timely and efficient manner. Provides support throughout the organization to help build a culture committed to our vision of improving the patient experience and a culture of respect.STATUS: Full TimeLOCATION: Riedman CampusDEPARTMENT: Patient ExperienceSCHEDULE: Weekdays; 8am-4:30pm or 8:30am-5pmATTRIBUTESTwo years of relevant work experience in customer service or healthcareRESPONSIBILITIESCommunication. Compassionately communicates, mediates, investigates, and documents patient and guest complaints and grievances, working towards timely and satisfactory resolution. Understands and explains policies and procedures, and regulatory and accreditation standards, in response to patient complaints/grievances and patient experience. Facilitate patient communication with hospital staff, as appropriateDocumentation and Coordination. Responds to patient complaints and grievances under the direction of the Senior Manager of Risk Management. Coordinate Process for patient complaints and grievances: Interview individual (patient/family member/visitor) with complaint or grievance; Enter complaints/grievance into electronic database and update database as needed; Communicate complaint to departmental manager/director/practice manager and Quality Coordinator when appropriate. Documents in database to support CMS requirements with regard to patient complaints, grievances, compliments and inquiries. EDUCATION:AS (Required)LICENSES / CERTIFICATIONS: PHYSICAL REQUIREMENTS:S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements. Any physical requirements reported by a prospective employee and/or employee's physician or delegate will be considered for accommodations. PAY RANGE:$18.75 - $24.00CITY:RochesterPOSTAL CODE:14617The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.Rochester Regional Health is an Equal Opportunity/Affirmative Action Employer.Minority/Female/Disability/Veterans by a prospective employee and/or employee's Physician or delegate will be considered for accommodations.
