PATIENT SERVICE COORDINATOR

Job Summary                                                                               AFSCME 1111  

Under direct supervision, the Patient Service Coordinator serves as the patient advocate in working with patients, family members and health care staff. Responsible for the coordination and resolution of patient, family or visitor concerns regarding the quality of care and services; responsible for investigating and resolving complaints in collaboration with physicians, nurses and administrative personnel to ensure patient satisfaction with health care and services. The coordinator will serve as an excellent customer service role model for all hospital staff.

Typical Duties

• Recognizes patient/family in congruencies with systems, treatment, or experiences at the hospital.
• Identifies/assesses the magnitude of complaints based on a pre-determined criterion, coordinate intervention, comprehensively document and accurately support databases that track and trend work.
• Organizes work, set priorities and multi-tasks based on policy and procedures
• Maintains objectivity and sensitivity while addressing the needs of a patient/customer and supporting the staff and services.
• Applies an understanding of the impact of illness/hospitalization on human development and culture.
• Provides Patient Education while collaborating with staff, demonstrating customer service best practices, functioning advocate, and promote patient rights.
• Maintains poise under challenging situations and a positive dignified demeanor when working with difficult individuals.
• Works closely with Quality Assurance and Risk Management in promoting performance improvement activities and reducing liability through prompt and caring resolution of patient/family issues.
• Adheres to confidentiality practices and privacy standards.

• Participates in routine data collection and statistical analysis, and/or descriptive report writing for: Patient Rights, Patient Satisfaction, Patient Complaints, and Employee Commendations.

• Performs other duties as assigned or required.

Minimum Qualifications 

• Associate degree in Public Health Administration or in a related health field is required. (Must provide proof at time of interview)
• At least two (2) years of experience as a patient care advocate or in a related patient care/customer service capacity within a hospital or medical environment is required.
• Proficient in Microsoft Word and Excel is required 

Preferred Qualifications 

• Bilingual English/Spanish is preferred.
• Knowledge of medical terminology is preferred.
• Knowledge of CERNER software is preferred.

Knowledge, Skills, Abilities and other Characteristics

• Knowledge of regulatory standards specific to Patient Rights and National Safety Goals
• Demonstrate effective verbal and written communication skills using established hospital channels.
• Operate computer utilizing CERNER (Power Chart, Application Bar and Citrix software)
• Optimize teamwork principles to assure continuity and good communication during intervention
• Strong customer service skills
• Excellent interpersonal skills
• Ability to identify problems, resolve conflict and administer appropriate service recovery.
• Serves as key resource for customer service efforts and improvements
• Ability to maintain confidentiality and objectivity while addressing the needs of patients or customers
• Walk and stand for prolonged periods (up to 4-6 hours).
• Tolerate exposure to unpleasant odors

Physical and Environmental Demands

This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions.

• A copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.