Patient and Family Relations Coordinator - The Regional Medical Center of Memphis
Memphis, TN 38103
About the Job
A Brief Overview
Coordinates and serves as a liaison between patients, their families and hospital staff to provide support and facilitate quality level service to strengthen and maintain positive interactions. Performs independent and necessary tasks to enhance communication, navigate systemic processes and create a more effective partnership between patients, their families and hospital staff. Provides recommendations to various internal clients on developing strategies to create and sustain a patient-family centered environment. Serves as an integral liaison between hospital staff, administration, physicians, patients and families. Participates in the development and implementation of service recovery initiatives. Works collaboratively with Risk Management, Guest Services, Quality and other disciplines in addressing concerns and identifying opportunities to enhance patient and family relations.
What you will do
- Serves as liaison and acts as an intermediary as needed to maintain positive interactions and communication with patients and their families.
- Designs and/or coordinates an effective process related to the submission, assessment and resolution of patient feedback and concerns.
- Works closely and collaboratively with Pastoral Care, Risk Management, Guest Services, Security and other internal departments to provide support services, develop service recovery initiatives, and to create more positive clinical care experiences for patients and their families.
- Coordinates more effective training and orientation sessions related to patient and family relations matters.
- Leads and/or facilitates family conferences.
- Coordinates effective response mechanisms and acts as a liaison between patients, families, hospital staff and physicians.
- Identifies opportunities to help foster a Patient & Family Centered culture, and works with the appropriate disciplines to develop and implement approved strategies.
- Collects, analyzes and accurately reports patient and family comments and concerns to managers, senior leaders and other stakeholders.
- Develops and oversees the organization’s complaint/grievance management and reporting systems, and prepares statistical records and reports for administrative and accreditation purposes.
- Facilitates and leads workgroups to identify opportunities for organizational improvement based on patient and family feedback.
- Works, in conjunction with other appropriate disciplines, to identify and organize patient and family councils/support groups.
- Plans, organizes and leads patient and family councils/support groups meetings.
- Coordinates the appropriate, accurate and timely distribution of pertinent information to patients and families during their hospital stay.
- Makes rounds on patient care units and general visiting areas, and as appropriate visits patients upon admission.
- Assists, as appropriate and requested, with leading community and visitor tours throughout the organization.
- Coordinates, identifies and maintains current knowledge of community and social service resources in order to make referrals for patients and their families.
- Maintains confidentiality in matters relating to patient/family, department and organizational information.
- Completes required continuous training and education, including department specific requirements.
Qualifications
- Associate's Degree in Social Services, Healthcare Administration or a related area Required
- Bachelor's Degree in Social Services, Healthcare Administration or a related area Preferred
- Minimum 5 years experience of administrative experience leading support teams and coordinating employee, public and grassroots support groups in a health related industry Required
Physical Demands
- Standing - Occasionally
- Walking - Occasionally
- Sitting - Constantly
- Lifting - Rarely
- Carrying - Rarely
- Pushing - Rarely
- Pulling - Rarely
- Climbing - Rarely
- Balancing - Rarely
- Stooping - Rarely
- Kneeling - Rarely
- Crouching - Rarely
- Crawling - Rarely
- Reaching - Rarely
- Handling - Occasionally
- Grasping - Occasionally
- Feeling - Rarely
- Talking - Constantly
- Hearing - Constantly
- Repetitive Motions - Frequently
- Eye/Hand/Foot Coordination - Frequently
Regional One Health is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.
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