Evening Hours: 4 p.m. to 12:30 a.m.

Job Objective :
Under the supervision of the Director of Patient & Guest Relations, responds to the needs of patients, families and visitors. Assures efficient and prompt attention to the resolution of patient concerns in partnership with other internal departments while ensuring compliance with regulatory rules and timeframes. Develop a personal rapport with patients, families and all healthcare providers for the benefit of the patient.

Essential Duties and Responsibilities:
A. Liaison Role
1. Participates in handling the concerns, complaints, grievances process. Ensures they are processed in accordance with CMS Grievance guidelines and other regulation, compliance standards and policies/procedures.
2. Collects appropriate information from patients/family regarding issues, accurately documents data to share with internal unit leadership for investigation and resolution.
3. Collaborates with internal staff, Unit Managers and Physicians to seek resolution on issues affecting patient experience. Ensures integrity of departmental database by thorough, timely and accurate entry.
4. Meets time frames for performance while balancing the need to produce high quality work related to complex and sensitive patient issues.
5. Responds to patient/family by providing written resolution on issues through effective written communication skills.
6. Summarizes grievances/complaints/concerns data, compiles data into reports for tracking/trending purposes and process improvement.
7. Responsible for managing the Patient Experience call line and email inbox.
8. Conducts patient rounds on a frequent basis to ensure patient satisfaction is being achieved as well as being provided a clean, comfortable and safe environment.
9. Identifies obstacles to the delivery of service and recommends formulation or revision of policies/procedures when needed.
10. Collaborates with and acts as a resource for the hospital staff in the coordination of responses to patients, families and visitors. Encourages the use of appropriate service recovery and recognition options.
11. Assists with developing and sustaining an integrated Customer Service Culture.
12. Demonstrates a positive professional image. All interactions with the healthcare team will be performed with a collaborative approach.
13. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

B. Department Support
1. Present to new employee orientation, new nurse orientation or other audiences when assigned.
2. Assist in the development of programs/projects assigned to the department.
3. Provides other assistance as requested by the director of Patient & Guest Relations.

C. Computer-Related Duties
1. Enter concerns/complaints/grievances into department databases
2. Data entry of details related to Patient Experience Rounds
3. Proficient in Excel to create spreadsheets/reports
4. Survey data knowledge desirable, i.e. Press Ganey

Non-Essential Duties:
Assist director and/or department staff as directed
Assist with any special projects/assignments

Knowledge, Skills and Abilities:

Knowledge
1. Knowledge of Patients' Rights & Responsibilities.

Skills
1. Excellent written and verbal communication skills
2. Skilled in critical thinking, problem solving.
3. Skilled in interpersonal, communications and customer services skills.
4. Skilled listener and is able to represent the perspective of others.
5. Ability to transmit and receive information about patient focused issues with clarity and skill.
6. Demonstrate time management and organizational skills.

Abilities
1. Ability to recognize potential disruptive situations by communicating with individuals respectfully and with concern for their well-being.
2. Ability to demonstrate conflict negotiation by promoting reconciliation, compromise or settlement.
3. Ability to handle highly confidential patient satisfaction issues with diplomacy, tact, and persuasiveness.
4. Ability to effectively use a computer and a variety of software programs to compile, organize, analyze and display data, trends and information

Core Competencies: All AVMC employees will effectively demonstrate these behaviors:
Accountability
Action Oriented
Customer Focused
Compassion
Effective Communication
Teamwork
Ethics & Values
Integrity & Trust

Management Competencies: All AVMC management (Supervisor, Manager, Assistant Director, and Director) will effectively demonstrate these behaviors:
Conflict Management
Problem Solving
Timely Decision Making
Process Management
Fairness to Direct Reports
Hiring & Staffing
Developing Direct Reports

Leadership Competencies: All AVMC Leadership (Executive Director, Vice President, and CEO) will effectively demonstrate these behaviors:
Dealing w/ Ambiguity
Interpersonal Savvy
Organizational Agility
Strategic Agility
Drive for Results
Perseverance

Education and Experience:
Education
Bachelor's Degree in psychology, social work, public health or related field. Will accept 4 years of related work experience in lieu of degree
Experience
Demonstrated experience in patient/customer relations and effective complaint resolution or closely related area, preferably in a hospital/healthcare environment.
Recommended affiliations outside the organization
CaPRA (California Patient Relations Association)
SHCA (Society for Healthcare Consumer Advocacy)

Required Licensure and/or Certifications:
None

AVMC Conduct/Compliance Expectations:
? Ability to adhere with AVMC Leaves of Absence Policy
? Ability to adhere with AVMC Paid Time Off (PTO) Policy
? Ability to adhere with AVMC Recording of Hours Worked Policy
? Ability to adhere to the department dress code
? Ability to organize work and establish priorities
? Ability to expand on own initiative in performance of duties
? Skill and ability to follow the telephone etiquette/standards
? Conforms to AVMC Standards of Excellence
? Ability to function effectively under pressure and meet time parameters
? Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff
? Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVMC
? Ability to maintain the confidentiality of patient, hospital and department information
? Ability to adhere to safety rules and regulations
? Safely and effectively uses all equipment necessary to carry out duties
? Ability to interpret and function under hospital and department policies and procedures
? Conforms with required and appropriate Joint Commission requirements
? Conforms with and supports hospital quality assurance and improvement guidelines
? Ability to participate effectively in department and hospital staff education
? Display a willingness to work as a team player
? Ability to give and support the highest level of patient/customer satisfaction at all times
? Supports and adheres to the values and mission statement established by the AVMC Board of Directors
Ability to demonstrate knowledge and understanding of Corporate Compliance rules and regulations, complies with duty to report behavior standard, demonstrates understanding of purpose for Corporate Compliance hotline and importance of seeking guidance from a supervisor when in doubt regarding a possible corporate compliance issue

Key Physical Requirements and Working Conditions:
(Key Physical Requirements)
? May be required to stand/walk for long periods of time
? Occasional lifting of up to 25 lbs and pushing/pulling up to 50 lbs.
? Sitting at computer workstation for extended periods of time

A detailed description of the physical requirements of this job is maintained in the Employee Health Department.

NOTE: THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS DOCUMENT IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, SKILLS, AND WORKING CONDITIONS FOR THE PERSONNEL SO CLASSIFIED.

Education

• Bachelor's Degree or equivalent combination of education and/or experience required.