Purpose of Position and Scope of Responsibility

Serves as the 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.  Provides a broad range of administrative and support functions of a highly responsible manner.  Prepares special reports and/or projects, correspondence, presentations and other forms of confidential information.  Works relatively independently and may oversee the work of others.  Communicates with a diverse population which may include but is not limited to board members, patients, medical staff, other staff members, and outside customers. Incumbents are subject to overtime and callback.  Performs other duties as assigned.

Principal Accountabilities/Responsibilities

Develops and implements a comprehensive patient relations program by serving as the primary liaison between patients, family members, other guest 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.

Reports and/or resolves all concern/grievances in a timely manner with the appropriate personnel.

Responds to a wide variety of calls and/or inquiries for purpose of providing information, resolving problems/issues where appropriate, and/or referring to appropriate staff members.

Attends and facilitates meetings and other required functions as assigned. 

Minimum Qualifications

Minimum Education

Minimum Experience

Skill in communicating clearly and effectively using standard English in written, oral and verbal format to achieve high productivity and efficiency. Skill to write legibly and record information accurately as necessary to perform job duties.

Minimum Licensure, Registration, Certification

Desired Qualifications

Desired Education

Desired Experience

Desired Licensure, Registration, Certification