PATIENT SERVICE COORDINATOR

Patient Service Coordinator

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 include recognizing 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 include an associate degree in Public Health Administration or in a related health field is required. 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 include bilingual English/Spanish, knowledge of medical terminology, and knowledge of CERNER software.

This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements.