Job Details
Overview
Serves as liaison between hospital staff, assists patients in interpreting hospital policies, procedures and services and in obtaining solutions to problems and concerns.
Responsibilities
- Enters complaints and grievances into computer tracking system and handles each in the timeframe of the protocol as indicated.
- Daily serves as designated liaison between patients and the hospital, through which patients may voice their concerns in person or on the phone.
- On a daily basis identify and assess problems that may arise; investigates and directs inquiries and complaints to appropriate hospital staff members.
- Daily enters concerns of patients into the Midas electronic program.
DCH Standards: - Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
- Performs compliance requirements as outlined in the Employee Handbook
- Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
- Requires use of electronic mail, time and attendance software, learning management software and intranet.
- Must adhere to all DCH Health System policies and procedures.
- All other duties as assigned.
Qualifications BS degree preferred. Must have the ability to interact well with all customer groups. Self-motivation is required. Must enjoy working with the public. Knowledge of hospital systems preferred. Must have the ability to react appropriately in stressful situations. Must be able to keep information confidential.
Must be able to read, write legibly, speak, and comprehend English.