Patient Relations Associate (FT) - Yale New Haven Health System (New Haven)

Full Job Description:

Overview: To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the supervision of the supervisor for Patient Relations, the Patient Relations Associate is responsible to work independently and efficiently to perform a wide range of supportive duties to meet the needs of the department and/or one or more individuals who are at the supervisory or managerial level. The Patient Relations Associate must always be a role-model for Patient and Family Centered Care. The Patient Relations Associate adheres to the sounds principles and ethics of complaint resolution, compliment response, and our Standards of Professional Behavior.

EEO/AA/Disability/Veteran Responsibilities:

• 1. Serves as the first contact for many patients / families to the Patient Relations department via phone, written letter, website feedback, email, etc. a.Acts as a liaison for the Patient Relations department b.Creates the first impression of being helpful, respectful and caring c.Responds appropriately to all callers in a manner that follows our standards of professional behavior
• 2. Works effectively and competently with a diverse patient and staff population and responds to patient and staff calls for assistance by the end of the day received a.Escalates cases appropriately and in a timely manner when needed
• 3. Responsible for patient complaint and grievance management, maintains patient-specific files and complaint tracking systems, consistent with hospital policy and departmental standards for documentation
• 4. Works in collaboration with all members of the patient relations team and promptly assigns issues to be investigated. a.Maintains an electronic daily log that is sent twice a day for review b.Assigns cases as appropriate within service lines and rotations
• 5. Drafts and / or composes correspondence for review, approval and signature a.Composes correspondence on well-defined subjects as requested in accordance to the department format, Joint Commission and CMS standards b.Prioritizes workload and submits typed correspondence, etc. within established timeframes c.Collates and assembles documents for distribution on an as-needed basis
• 6. Assembles and compiles data as directed a.Assembles and compiles standardized data from sources for the department within established timeframes b.Tracks call volumes daily, monthly and yearly
• 7. Maintains departmental record-keeping and filing systems both electronically and on paper if needed
• 8. Monitors and orders office supplies to maintain inventory at appropriate levels to ensure availability of necessary materials without overstocking
• 9. Maintains departmental calendar for evening rotation, weekend rotation and meetings
• 10. Performs all other duties as assigned

Qualifications:

EDUCATION:

Bachelor's degree or Three to five (3-5) years of customer service, call center and administrative duties which include but not limited too; superior phone etiquette and excellent writing skills

EXPERIENCE:

Bachelor's degree or Three to five (3-5) years of customer service, call center and administrative duties which include but not limited too; superior phone etiquette and excellent writing skills

LICENSURE: N/A

SPECIAL SKILLS:

Excellent interpersonal and communication skills (both orally and written). Skills to defuse charged situations. Ability to work independently, be a fast thinker and problem solver.

PHYSICAL DEMAND: N/A

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