Patient Coordinator / Liaison - Penn Presbyterian Medical Center

Responsibilities

• Captures and trends data on complaints, patient surveys and other monitoring systems.
• Makes recommendations to the Director based on collected data which may result in operational changes, decision-making or other system improvements.
• Monitors and evaluates the effect of corrective actions initiated to address patient complaints.
• Advocates for consumers under the Patient’s Bill of Rights.
• Participates in the institution’s risk management program by representing consumer dissatisfaction and recommending operational and system changes.
• Provides education and support to consumers regarding patient’s rights and responsibilities, advance directives, and understanding the health care system and related issues.
• Provides education and support to staff regarding advance directives, patients’ rights and responsibilities, awareness of patient perceptions, and how to handle difficult situations.
• Promotes patient satisfaction by adapting institutional policies to meet individual needs and crossing departmental lines to gather information or resolve problems.
• Acts as a central source of information, referral, and interpretation of hospital services, programs, policies, and procedures.
• Assists with coordinating language interpretation (verbal and American Sign Language) services for patients to ensure compliance with the American Disabilities Act.

Qualifications

• Bachelor of Arts or Science (Required)
• Education Specialization: healthcare, organizational development, business management, administration, or hospitality
• Equivalent Experience: Customer service or patient relations experience preferred