Patient Relations Liaison
Company: AHMC Healthcare
Location: San Gabriel
Posted on: May 22, 2023
Job Description:
Overview:In collaboration with the Patient Experience staff,
will perform purposeful daily rounding on patients and families in
the facility to assess patient needs and collaborate with nursing
and other staff to ensure that needs are met. The staff member will
demonstrate professional courtesy at all times, and will role-model
excellent verbal, and non-verbal communication skills. The employee
will respond to basic non-clinical concerns and provide appropriate
referral for further assistance when needed.
Completes daily rounds of inpatients
and periodic rounds of outpatients/Emergency Department patients.
Establishes rapport with patients and families; inquiries regarding
satisfaction with care.Follows up on patient / family concerns,
complaints and compliments. Advises Director/Manager/Supervisor for
appropriate unit(s).Maintains the dignity and confidentiality of
the patient; serves as a patient advocate.Maintains confidentiality
& safe guards medical records and patient information in accordance
with hospital department policies and HIPAA regulations.Seeks
information or asks for assistance from others when necessary in
order to assist patient/family.Responds in a timely manner to
critical situations regarding patients, families, and visitors in a
professional manner; provides effective communication of these
incidents to appropriate personnel.Demonstrates an ability to
assess a situation from a variety of perspectives, consider various
alternatives, and choose an appropriate course of
action.Independently recognizes and performs duties which need to
be done without being directly assigned. Establishes priorities;
organizes work and time to meet them.Recognizes and responds to
priorities, accepts changes and new ideas. Has insight into
problems and the ability to develop workable alternatives.Accepts
constructive criticism in a positive manner.Adheres to attendance
and punctuality requirements per hospital policy. Provides proper
notification for absences and tardiness. Takes corrective action to
prevent recurring absences or tardiness.Uses time effectively and
constructively. Does not abuse supplies, equipment, and
service.Observes all hospital and departmental policies governing
conduct while at work (e.g., telephone and computer use, electronic
messaging, smoking regulations, parking, breaks and other related
policies).Understands, respects and displays sensitivity to
culture, age and persons with disabilities.Participates actively
and positively affects the outcomes of customer service
activities.Timely notification to Department Manager/Director of
potential problems or concerns. When faced with a problem or
concern, is proactive by presenting suggested solutions at the time
that the Department Manager/Director is made aware of the problem
or concern.Being sensitive to customers emotions, thoughts and
feelings.Refraining from negative comments of any kind where the
public or other customers can hear. Taking appropriate actions to
resolve the concern.Effective and timely processing of customers
requests according to hospital and departmental policies.Utilizing
verbal communication methods, which enable others to clearly
understand what is being said.Utilizing verbal and non-verbal
behaviors without being defensive, manipulative, aggressive or
controlling.Using written communication that is legible, timely and
at a level based on the position specific requirements.Listening
attentively to ensure effective two-way communication.Expressing
and accepting feedback in a professional manner.Interacts with
coworkers, other hospital staff, physicians, and the public in a
courteous, professional and efficient manner.Establishes good
rapport and working relationships with coworkers, other hospital
staff, physicians and the publicIndependently recognizes and
performs duties which need to be done without being directly
assigned.Recognizes and responds to priorities, accepts changes and
new ideas. Has insight into problems and the ability to develop
workable alternatives.Adheres to attendance and punctuality
requirements per hospital policy. Provides proper notification for
absences and tardiness. Takes corrective action to prevent
recurring absences or tardiness.Uses time effectively and
constructively. Does not abuse supplies, equipment, and
service.Qualifications:
- High School graduate; Associate or Bachelor's Degree in a
related field (preferred).
- Minimum of a 1-year experience working in healthcare,
preferably in acute care hospital is required.
- Prior experience in customer service/customer relations
(preferred).
- Current BLS Card.
- Bilingual communication skills including fluency in Mandarin,
Cantonese and/or Spanish; and ability to read/write in Chinese or
Spanish is (preferred).
- Positive interpersonal relationship skills required, including
the ability to assess situations, communicate clearly, collaborate,
and resolve problems.
Keywords: AHMC Healthcare, San Gabriel , Patient Relations Liaison, Other , San Gabriel, California
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