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Patient Representative MHB

Location: Buffalo, NY, United States

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Job Description

Facility: Mercy Hospital of Buffalo

Shift: Shift 2

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: Yes

Work Schedule: Evenings Days with Weekend and Holiday Rotation

Hours: 3:00pm to 11:00pm/4:00pm to 12:00am/8:00am to 4:00pm

Summary:

The role of Patient Representative is to act as a liaison between the hospital and its associates and the patient and/or family. The function is to interpret patient and/or families perceptions and needs in order to advocate and assist them to maximize the patient's satisfaction. The Patient Representative is also responsible for service recovery, for receiving, investigating and follow-up of complaints, Communication Assistance Policy (all aspects including policy, equipment, interpreters and payments), Patient Bill of Rights and Health Care Proxy information.

Responsibilities:

EDUCATION

  • Bachelor's of Science Degree in Nursing or related health care field


EXPERIENCE
  • Three (3) to five (5) years of experience working with people in a professional capacity
  • Previous RN experience a plus


KNOWLEDGE, SKILL AND ABILITY

  • Strong written and verbal communication skills
  • Strong leadership skills and problem solving skills
  • Ability to be compassionate and understanding to needs of patient and/or family
  • Ability to balance objectively with empathy and sensitivity
  • Ability to remain focused and follow a problem to resolution
  • Strong computer skills
  • Strong organizational skills


WORKING CONDITIONS:

  • The majority of time is spent on-site
  • The role does require travel to other CH facilities to attend meetings and for the purpose of training & in servicing
  • Occasionally, the role requires travel to primary care sites for complaint investigation or resolution


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