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Patient Liaison - evening shift
- 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.
MINIMUM KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED
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.
WORKING CONDITIONS
WORK CONTEXT
- Must be able to listen objectively and record information while listening and focusing to patients concern(s).
- Required ability to communicate orally.
- Must be able to walk and stand for extended periods of time.
- Must be able to enter documentation electronically into the event reporting system.
- Must have normal or corrected vision to read patient information on chart and billing accounts.
- Color vision is desired but not required.
- Physical presence onsite is essential.
- Hearing and vision must be normal or corrected to within normal range.
- Able to perform the duties with or without reasonable accommodation.
- Ability:
2. Must be able to hear and resolve complaints and grievances from customers or the public.
- Requirements:
- Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
- Must be able to perform the duties with or without reasonable accommodation.
- Hearing and vision must be normal or corrected to within normal range.
- Physical presence onsite is essential.
Frequent contact with others that deal with internal and external customers, face to face discussions, telephone and written communications. Possible dealings with angry unpleasant people and conflict situations/resolutions.
