In this role, the successful candidate will be responsible for facilitating proactive communication among patients, families, and staff to enhance the RUMC Patient Experience. The candidate will promote patient- and family-centered care throughout the hospital, assist patients and family members with issues and concerns, and work collaboratively with all departments and areas to promptly facilitate problem resolution. Responsible for handling and assisting patients with all concerns or problems ... more details
In this role, the successful candidate will be responsible for facilitating proactive communication among patients, families, and staff to enhance the RUMC Patient Experience. The candidate will promote patient- and family-centered care throughout the hospital, assist patients and family members with issues and concerns, and work collaboratively with all departments and areas to promptly facilitate problem resolution.
Responsible for handling and assisting patients with all concerns or problems encountered during an inpatient or outpatient visit. Functions as a patient advocate or liaison, interacting with patients, families, staff, and hospital directors.
De-escalates patient and or family concerns via phone, in writing and/or in person. Initiates appropriate service recoverymethods to resolve concerns in a timely manner.
Conducts proactive daily rounds on patients during hospital stays and patients scheduled for discharge.
Serves as a resource for information concerning patients’ rights, responsibilities and advance directives.
Provides emotional support as needed to patients, families and visitors.
Participates in projects related to improving patient satisfaction.
Qualifications: -Bachelor’s degree required, preferably in Social Work or a related field preferred. -Prior Patient Representative experience preferred. - 2–3 years of healthcare or customer service-related experience. - Excellent communication (both oral and written), organizational, time management skills. Strong interpersonal and customer service skills. Ability to de-escalate situations. Problem solving, continuous improvement and team-building skills are required.
Schedule: Sunday-Thursday 11a-7p
Salary Range: $32.555/hr - $34.111/hr
Employment Non-Discrimination: Richmond University Medical Center is committed to equality of opportunity in all aspects of employment and provides full and equal employment opportunities to all employees and potential employees without regard to race, color, national origin, religion, gender identity, sex, sexual orientation, pregnancy, childbirth and related medical conditions and needs including lactation accommodations, physical or mental disability, age, immigration or citizenship status, veteran or active military status, genetic information, or any other legally protected status.
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