Coordinator-Patient Representative - DC Risk Management BMH Desoto

Overview

Summary

Serves as primary liaison between patients, family members, other guests, and all hospital departments to assist in identifying and solving problems in order to assure patient and guest satisfaction. Incumbents are responsible for 8 hours a day, 5 days a week. Incumbents are subject to overtime and callback as required. Performs other duties as assigned.

Responsibilities

• Develops and implements a comprehensive patient relations program by serving as the primary liaison between patients, family members, other guests, and all hospital departments, providing ongoing assessment of identified patient and guest concerns, assisting with problem resolution, and assisting in the development of new initiatives to ensure patient and guest satisfaction.

• Coordinates different databases currently being used to track and trend patient concerns/grievances to ensure timely follow-up by managers, directors, and administration.
• Conducts callbacks on inpatients immediately following discharge.
• Coordinates visitation program for volunteer patient representatives and management team participating in Administrative Rounding.
• Functions as patient advocate for patients, family members, or physicians upon specific request.
• Tracks and logs all employees mentioned by name during discharge callbacks and Press Ganey reports to be included in the quarterly Star recognition receptions.
• Facilitates customer satisfaction by communicating and interacting with key internal and external customers to identify opportunities for improvement resulting in enhanced services and customer satisfaction.
• Participates in Service First activities and programs, and reports patient satisfaction trends in monthly Service First meetings.
• Contributes to a positive work environment and performs other duties as assigned or directed in order to enhance the overall team efforts of the organization.
• Completes assigned goals.

Requirements, Preferences and Experience

Education

 Preferred:  Associate or Baccalaureate Degree, or equivalent experience.

Licensure, Registration, Certification

 Preferred:  LPN

Special Skills

 Minimum:  Advanced computer skills; knowledge of Access, Excel, Word.

About Baptist Memorial Health Care

At Baptist, we owe our success to our colleagues, who have both technical expertise and a compassionate attitude. Every day they carry out Christ's three-fold ministry—healing, preaching and teaching. And, we reward their efforts with compensation and benefits packages that are highly competitive in the Mid-South health care community. For two consecutive years, Baptist has won a Best in Benefits award for offering the best benefit plans compared with their peer groups. Winners are chosen based on plan designs, premiums and the results of a Benefits Benchmarking Survey.

At Baptist, We Offer:

• Competitive salaries
• Paid vacation/time off
• Continuing education opportunities
• Generous retirement plan
• Health insurance, including dental and vision
• Sick leave
• Service awards
• Free parking
• Short-term disability
• Life insurance
• Health care and dependent care spending accounts
• Education assistance/continuing education
• Employee referral program

Job Summary:
Position: 5375 - Coordinator-Patient Representative
Facility: BMH - Desoto Hospital
Department: DC Risk Management BMH Desoto
Category: Administrative Non Clinical Support
Type: Non Clinical
Work Type: Full Time
Work Schedule: Days
Location: US:MS:Southaven
Located in the Memphis metro area