Patient Relations Liaison

3 weeks ago

San Gabriel California, United States AHMC Healthcare Full time
Overview:
In collaboration with the Patient Experience staff, will perform purposeful daily rounding on patients and families in the facility to assess patient needs and collaborate with nursing and other staff to ensure that needs are met. The staff member will demonstrate professional courtesy at all times, and will role-model excellent verbal, and non-verbal communication skills. The employee will respond to basic non-clinical concerns and provide appropriate referral for further assistance when needed.

 

This position requires the full understanding and active participation in fulfilling the Mission of San Gabriel Valley Medical Center. It is expected that the employee will demonstrate behavior consistent with the Core Values. The employee shall support San Gabriel Valley Medical Center’s strategic plan and the goals and direction of the Performance Improvement Plan (PIP).

Responsibilities:
Completes daily rounds of inpatients and periodic rounds of outpatients/Emergency Department patients. Establishes rapport with patients and families; inquiries regarding satisfaction with care.

Follows up on patient / family concerns, complaints and compliments. Advises Director/Manager/Supervisor for appropriate unit(s).

Maintains the dignity and confidentiality of the patient; serves as a patient advocate.

Maintains confidentiality & safe guards medical records and patient information in accordance with hospital department policies and HIPAA regulations.

Seeks information or asks for assistance from others when necessary in order to assist patient/family.

Responds in a timely manner to critical situations regarding patients, families, and visitors in a professional manner; provides effective communication of these incidents to appropriate personnel.

Demonstrates an ability to assess a situation from a variety of perspectives, consider various alternatives, and choose an appropriate course of action.

Independently recognizes and performs duties which need to be done without being directly assigned. Establishes priorities; organizes work and time to meet them.

Recognizes and responds to priorities, accepts changes and new ideas. Has insight into problems and the ability to develop workable alternatives.

Accepts constructive criticism in a positive manner.

Adheres to attendance and punctuality requirements per hospital policy. Provides proper notification for absences and tardiness. Takes corrective action to prevent recurring absences or tardiness.

Uses time effectively and constructively. Does not abuse supplies, equipment, and service.

Observes all hospital and departmental policies governing conduct while at work (e.g., telephone and computer use, electronic messaging, smoking regulations, parking, breaks and other related policies).

Understands, respects and displays sensitivity to culture, age and persons with disabilities.

Participates actively and positively affects the outcomes of customer service activities.

Timely notification to Department Manager/Director of potential problems or concerns. When faced with a problem or concern, is proactive by presenting suggested solutions at the time that the Department Manager/Director is made aware of the problem or concern.

Being sensitive to customer’s emotions, thoughts and feelings.

Refraining from negative comments of any kind where the public or other customers can hear.

Taking appropriate actions to resolve the concern.

Effective and timely processing of customers’ requests according to hospital and departmental policies.

Utilizing verbal communication methods, which enable others to clearly understand what is being said.

Utilizing verbal and non-verbal behaviors without being defensive, manipulative, aggressive or controlling.

Using written communication that is legible, timely and at a level based on the position specific requirements.

Listening attentively to ensure effective two-way communication.

Expressing and accepting feedback in a professional manner.

Interacts with coworkers, other hospital staff, physicians, and the public in a courteous, professional and efficient manner.

Establishes good rapport and working relationships with coworkers, other hospital staff, physicians and the public

Independently recognizes and performs duties which need to be done without being directly assigned.

Recognizes and responds to priorities, accepts changes and new ideas. Has insight into problems and the ability to develop workable alternatives.

Adheres to attendance and punctuality requirements per hospital policy. Provides proper notification for absences and tardiness. Takes corrective action to prevent recurring absences or tardiness.

Uses time effectively and constructively. Does not abuse supplies, equipment, and service.

Qualifications:
Education/Training/Experience

High School graduate; Associate or Bachelor's Degree in a related field (preferred).

Minimum of a year experience working in healthcare, preferably in acute care hospital is required. Prior experience in customer service / customer relations (preferred).

Bilingual communication skills including fluency in Mandarin, Cantonese and/or Spanish; and ability to read/write in Chinese or Spanish is (preferred).

Positive interpersonal relationship skills required, including the ability to assess situations, communicate clearly, collaborate, and resolve problems.

 

Licenses/Certifications

Current BLS Card

 

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