PATIENT SERVICE COORDINATOR

PLEASE BE ADVISED that this position is covered by the collective bargaining agreement between Cook County and the American Federation of State, County, and Municipal Employees Union Local 1111 (AFSCME – 1111). Pursuant to the collective bargaining agreement, Cook County will exhaust internal eligible applicants prior to considering external applicants. Cook County is assembling a list of qualified candidates for this position that will be considered should the position not be filled with internal eligible applicants. LOCATION: JOHN H STROGER JR HOSPITAL DEPARTMENT: PATIENT EXPERIENCE SHIFT: 8:30 A.M. TO 4:30 P.M. POSTING SALARY: 28.917 HOURLY Salary is commensurate with years of experience indicated at time of application submittal. Experience not disclosed or documented at the time of application will not be considered for initial step placement. Summary Job Summary AFSCME 1111 Under direct supervision, the Patient Service Coordinator serves as the patient advocate in working with patients, family members and health care staff. Responsible for the coordination and resolution of patient, family or visitor concerns regarding the quality of care and services; responsible for investigating and resolving complaints in collaboration with physicians, nurses and administrative personnel to ensure patient satisfaction with health care and services. The coordinator will serve as an excellent customer service role model for all hospital staff. Typical Duties Recognizes patient/family in congruencies with systems, treatment, or experiences at the hospital.Identifies/assesses the magnitude of complaints based on a pre-determined criterion, coordinate intervention, comprehensively document and accurately support databases that track and trend work.Organizes work, set priorities and multi-tasks based on policy and proceduresMaintains objectivity and sensitivity while addressing the needs of a patient/customer and supporting the staff and services.Applies an understanding of the impact of illness/hospitalization on human development and culture.Provides Patient Education while collaborating with staff, demonstrating customer service best practices, functioning advocate, and promote patient rights.Maintains poise under challenging situations and a positive dignified demeanor when working with difficult individuals.Works closely with Quality Assurance and Risk Management in promoting performance improvement activities and reducing liability through prompt and caring resolution of patient/family issues.Adheres to confidentiality practices and privacy standards.Participates in routine data collection and statistical analysis, and/or descriptive report writing for: Patient Rights, Patient Satisfaction, Patient Complaints, and Employee Commendations.Performs other duties as assigned or required. Minimum Qualifications Associate degree in Public Health Administration or in a related health field is required. (Must provide proof at time of interview)At least two (2) years of experience as a patient care advocate or in a related patient care/customer service capacity within a hospital or medical environment is required.Proficient in Microsoft Word and Excel is required Preferred Qualifications Bilingual English/Spanish is preferred.Knowledge of medical terminology is preferred.Knowledge of CERNER software is preferred. Knowledge, Skills, Abilities And Other Characteristics Knowledge of regulatory standards specific to Patient Rights and National Safety GoalsDemonstrate effective verbal and written communication skills using established hospital channels.Operate computer utilizing CERNER (Power Chart, Application Bar and Citrix software)Optimize teamwork principles to assure continuity and good communication during interventionStrong customer service skillsExcellent interpersonal skillsAbility to identify problems, resolve conflict and administer appropriate service recovery.Serves as key resource for customer service efforts and improvementsAbility to maintain confidentiality and objectivity while addressing the needs of patients or customersWalk and stand for prolonged periods (up to 4-6 hours).Tolerate exposure to unpleasant odors Physical and Environmental Demands This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified. For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions. VETERAN PREFERENCE PLEASE READ When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service. To Take Advantage Of This Preference a Veteran Must Meet the minimum qualifications for the position.Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, “Are you a Military Veteran?”Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing). Please note: If you have multiple DD214s, 215s, or NGB 22S, please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable. OR A copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing. If items are not attached, you will not be eligible for Veteran Preference VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER’S LICENSE AT TIME OF INTERVIEW. Benefits Package Medical, Dental, and Vision CoverageBasic Term Life InsurancePension PlanDeferred Compensation ProgramPaid Holidays, Vacation, and Sick TimeYou may also qualify for the Public Service Loan Forgiveness Program (PSLF) For further information on our excellent benefits package, please click on the following link: http://www.cookcountyrisk.com/ Must Meet Required Qualifications At Time Of Application Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview. Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor. COOK COUNTY GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER Job Posting Sep 28, 2026, 9:01:07 AM Collective Bargaining Unit AFSCME 1111 Health and Hospital Systems Organization Health and Hospital Systems