Maintains direct contact with patients of all ages, families, and visitors to provide assistance, referral and a mechanism for grievances. The duties of this position require the exercise of courtesy and patience in speaking with patients, families, and others to maintain sound public relations.
PRIMARY DUTIES AND RESPONSIBILITIES
- Resolves patient/family problems and concerns post-discharge, arising from oral and written communications from a variety of sources including Administration, Patient Relations, Business Office, patient satisfaction feedback, and Hospital web site inquiries.
- Makes appropriate referral of complaint issues to departmental managers for investigation and response, following up for timely completion.
- Serves as a resource to advise and assist departmental leaders with complaint resolution and appropriate patient feedback. Provide departmental inservices as requested on complaint handling and service recovery.
- Participate in New Employee Orientation on a monthly basis, providing information on expectations for Patient Rights at Northside Hospital.
- Explains various hospital policies and procedures, and provides other information or assistance as required.
- Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Immediately reports any mechanical or electrical equipment malfunctions, unsafe conditions, or employee/patient/visitor injury‑accident to Manager.
- Takes a proactive, multidisciplinary team approach to complaint prevention and service recovery.
- Works cooperatively with Patient Representatives to assure needs of patients and families are addressed when an inpatient need is identified
