Patient Relations Coordinator

Coordinator, Patient Relations At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world. We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as aGreat Place To Work. Position Summary The Patient Relations Coordinator serves as a liaison between patients, families, visitors, and the Medical Center staff. The coordinator assists patients in understanding hospital policies, procedures, services, and obtaining solutions to problems and concerns. The person in this role would be responsible for investigating and facilitating resolution of patient or visitor concerns, the office assistant and secretarial functions for the department, and assisting with coordination of the language services with our patients/families. This position is designed to strengthen, personalize, and enhance relationships between the patient and the organization by working closely with the hospital team to support the goal of quality and patient satisfaction. Essential Functions and Responsibilities Include the Following: Provides services to ensure patientsunderstanding of Patient Rights and Hospital Policy and Protocol Investigates and facilitates resolution of quality-of-care concerns/complaints/grievances for all patients and families/visitors by engaging with their healthcare providers. Works collaboratively with the healthcare team in clarifying issues and promoting prompt and caring resolution of patient/family concerns. Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, ensuring grammatical accuracy, within the established standards and policies, including referrals to and from Risk Management. Documents patient/visitor concerns, compliments, comments, and suggestions to include demographic data, synopsis of incident, actions taken to resolve and outcome, inputs information into database. Performs the office assistant and secretarial functions for the department, including but not limited to, typing all correspondence, maintaining files, composing responses to inquires as appropriate, creating reports, maintaining statistics, taking minutes, maintaining calendars, managing telephone communications, maintaining office supply inventory, preparing check requests and purchase order as required, processing invoices, prepares new policies, forms and newsletters. Coordinates scheduling of committee and/or departmental staff meetings, including recording deliberations of meetings, preparing appropriate meeting materials, meeting location, audiovisuals need, etc., as required. Educates staff, patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies. Coordinates interventions/services with multiple departments including Finance, Quality, and Risk Management. Makes periodic rounds, communicating with patients and staff regarding needs and expectations. Distributes information regarding the Patient Portal and assists with sign up as needed. Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate staff member for evaluation, resolution and follow through. Maintains collaborative working relationships with others. Coordinates and communicates with staff and patients/families regarding lost items. Coverage of telephone calls using established greeting in a courteous and professional manner and provides proper assistance. Assists in participation in committees, task forces and projects as appropriate. Prepare reports and communicate with department managers/ senior administration on a regular basis. Assists with reports for Performance Improvement. Assists with coordinating interpreter services according to CMS/DOH/ADA regulations and Joint Commission guidelines, educates staff, ensures and monitors usage Assists in the coordination of Patient Advocate Volunteers. Weekend and shift coverage as needed. As required, participates in the Performance Improvement Program as defined by the organization. Adheres to WPH Performance Standards, behaviors, rules, regulations, and policies of WPH and regulatory requirements including issues that pertain to Patient Rights. Performs all other related duties as assigned. Education Experience Requirements Bachelors degree required in a related field with a minimum of one year of experience within an acute care facility required One year of Patient Relations experience is required. One year of complaint and grievance management is required. Masters Degree preferred Three to four years working experience in Patient Relations and professional experience in an administrative or executive assistant role preferred Core Competencies Requires excellent communication and people skills, impeccable grammar and writing abilities, attention to detail, ability to work independently, organize and able to set priorities;knowledge of patient rights and regulatory requirements; demonstrates awareness of determining patient care of all age groups; conflict resolution techniques; ability to maintain composure under stress, a systems approach to problem-solving; public relations principles;death and dying/grieving process;medical terminology; hospital operations, policies and procedures; community resources; department and hospital safety practices and policies;infection control practices and policies; department and hospital emergency response policies and procedures; proficient computer skills. Physical/Mental Demands/Requirements Work Environment May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospitals SDS (Safety Data Sheet) database and may be accessed through the hospitals Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at the hospital switchboard, saved on a disc. Primary Population Served Check appropriate box(s) below: â˜Neonatal (birth 28 days) â˜Patients with exceptional communication needs â˜Infant (29 days less than 1 year) â˜Patients with developmental delays â˜Pediatric (1 12 years) â˜Patients at end of life â˜Adolescent (13 17 years) â˜Patients under isolation precautions â˜Adult (18 64 years) â˜Patients with cultural needs â˜Geriatric (65 years) â˜'All populations â˜Bariatric Patients with weight related comorbidities ☠Non-patient care population The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

Coordinator, Patient Relations

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.

We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place To Work.

Position Summary

The Patient Relations Coordinator serves as a liaison between patients, families, visitors, and the Medical Center staff. The coordinator assists patients in understanding hospital policies, procedures, services, and obtaining solutions to problems and concerns. The person in this role would be responsible for investigating and facilitating resolution of patient or visitor concerns, the office assistant and secretarial functions for the department, and assisting with coordination of the language services with our patients/families. This position is designed to strengthen, personalize, and enhance relationships between the patient and the organization by working closely with the hospital team to support the goal of quality and patient satisfaction.

Essential Functions and Responsibilities Include the Following:

• Provides services to ensure patients' understanding of Patient Rights and Hospital Policy and Protocol

• Investigates and facilitates resolution of quality-of-care concerns/complaints/grievances for all patients and families/visitors by engaging with their healthcare providers. Works collaboratively with the healthcare team in clarifying issues and promoting prompt and caring resolution of patient/family concerns.

• Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member, ensuring grammatical accuracy, within the established standards and policies, including referrals to and from Risk Management.

• Documents patient/visitor concerns, compliments, comments, and suggestions to include demographic data, synopsis of incident, actions taken to resolve and outcome, inputs information into database.

• Performs the office assistant and secretarial functions for the department, including but not limited to, typing all correspondence, maintaining files, composing responses to inquires as appropriate, creating reports, maintaining statistics, taking minutes, maintaining calendars, managing telephone communications, maintaining office supply inventory, preparing check requests and purchase order as required, processing invoices, prepares new policies, forms and newsletters.

• Coordinates scheduling of committee and/or departmental staff meetings, including recording deliberations of meetings, preparing appropriate meeting materials, meeting location, audiovisuals need, etc., as required.

• Educates staff, patients and patient families about the rights of patients in accordance with Federal, State and Regulatory agencies.

• Coordinates interventions/services with multiple departments including Finance, Quality, and Risk Management.

• Makes periodic rounds, communicating with patients and staff regarding needs and expectations.

• Distributes information regarding the Patient Portal and assists with sign up as needed.

• Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate staff member for evaluation, resolution and follow through.

• Maintains collaborative working relationships with others.

• Coordinates and communicates with staff and patients/families regarding lost items.

• Coverage of telephone calls using established greeting in a courteous and professional manner and provides proper assistance.

• Assists in participation in committees, task forces and projects as appropriate.

• Prepare reports and communicate with department managers/ senior administration on a regular basis. Assists with reports for Performance Improvement.

• Assists with coordinating interpreter services according to CMS/DOH/ADA regulations and Joint Commission guidelines, educates staff, ensures and monitors usage

• Assists in the coordination of Patient Advocate Volunteers.

• Weekend and shift coverage as needed.

• As required, participates in the Performance Improvement Program as defined by the organization.

• Adheres to WPH Performance Standards, behaviors, rules, regulations, and policies of WPH and regulatory requirements including issues that pertain to Patient Rights.

• Performs all other related duties as assigned.

Education & Experience Requirements

• Bachelor's degree required in a related field with a minimum of one year of experience within an acute care facility required

• One year of Patient Relations experience is required. One year of complaint and grievance management is required.

• Master's Degree preferred

• Three to four years working experience in Patient Relations and professional experience in an administrative or executive assistant role preferred

Core Competencies

Requires excellent communication and people skills, impeccable grammar and writing abilities, attention to detail, ability to work independently, organize and able to set priorities; knowledge of patient rights and regulatory requirements; demonstrates awareness of determining patient care of all age groups; conflict resolution techniques; ability to maintain composure under stress, a systems approach to problem-solving; public relations principles; death and dying/grieving process; medical terminology; hospital operations, policies and procedures; community resources; department and hospital safety practices and policies; infection control practices and policies; department and hospital emergency response policies and procedures; proficient computer skills.

Physical/Mental Demands/Requirements & Work Environment

• May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) database and may be accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at the hospital switchboard, saved on a disc.

Primary Population Served

Check appropriate box(s) below:

â˜Neonatal (birth - 28 days)

â˜Patients with exceptional communication needs

â˜Infant (29 days - less than 1 year)

â˜Patients with developmental delays

â˜Pediatric (1 - 12 years)

â˜Patients at end of life

â˜Adolescent (13 - 17 years)

â˜Patients under isolation precautions

â˜Adult (18 - 64 years)

â˜Patients with cultural needs

â˜Geriatric (> 65 years)

â˜'All populations

â˜Bariatric Patients with weight related comorbidities

☠Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.