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Patient Representative PCS MHB

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Location: Buffalo, NY, United States

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Job Description

Salary: 23.25-34.87 USD

Facility: Mercy Hospital of Buffalo

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: No

Work Schedule: Days and Evenings

Hours: Flexible hours days and evenings 8 to 4, 11 A to 7 P

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 Degree required; Bachelor's degree of Science in Nursing or related health care field preferred

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

ENVIRONMENT

  • Intermittent exposure to a few unpleasant physical conditions
  • Frequent exposure to many disagreeable physical conditions
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