Patient Relations Coordinator- ED

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Department: Emergency Department Shift/Schedule: Full Time (40 hrs/wk), Varied Shift

GENERAL SUMMARY

Works under the supervision of the Director of Emergency Services, the Manager and Assistant Nurse Managers. The Patient Relations Coordinators primary job function is to meet, greet, and direct patients, families, and visitors that enter SOMC ED. Provides service to patients and families waiting in the Emergency Room by providing information to them regarding procedures, patient progress, and other information. Works with nursing staff to control visitor flow in and out of the treatment area as well as works to resolve any conflict/complaint situation within their scope. Supports each Strategic Value by providing excellent care to those we serve. Works with other disciplines/ancillary services in the care they provide.

QUALIFICATIONS

Education:

• High School Diploma or successful completion of an equivalent High School Exam Required
• Ability to read, write, and speak English required
• Working knowledge of medical terminology required
• Associates Degree in Communications, Public Relations, Social Services, or related health field preferred

Licensure:

• BLS within 90 days of hire required

Experience:

• Previous experience preferred. Experience in a related field with specialized knowledge i.e., conflict resolution, interpersonal communications, win-win negotiations, medical terminology and the working knowledge of hospital especially in Emergency Department may be helpful.
• Six to eight weeks on-the-job experience is necessary to learn charting skills, nursing/physician styles, Emergency Department routines, records, supplies, and treatment room locations, and record keeping expectation.

JOB SPECIFIC DUTIES AND PERFORMANCE EXPECTATIONS

The following is a summary of the major job duties of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Communicates with the nursing and medical staffs, checks patient charts, investigates reasons for delay and provides this information to patients and family members to keep them updated on what is going on as needed.

• Meets/greets patients, families, and visitors. Offers comfort and reassurance and refers them to appropriate professionals i.e., primary care nurse, physician, pastoral care, etc.

• Performs according to Greeter Role.

• Performs patient and family rounding. Maintains rounding log

• Provides directions and/or guidelines about the hospital when asked and handles phone requests for information regarding patients. Walks patients/visitors to destination as needed.

• Helps to maintain visitor control in the treatment area.

• Abides by hospital confidentiality and media information policies.

• Resolves patient/family complaints/problems, documenting all contacts and actions taken.

• Works to resolve complaints/problems and diffuse potentially situations before they get out of hand. Acts as liaison for patients and families with hospital staff.

• Answer the telephone timely and courteously

• Maintains positive interactions with customers.

• Demonstrates the ability to organize to meet the needs of the department.

• Actively participates in developing own professional goals

• Performs other duties as assigned.

Thank you for your interest in Southern Ohio Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status.

Southern Ohio Medical Center is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity, or expression, genetic information, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status or any other basis under the law.