Coordinates communication between patient/families and the healthcare team to expedite the best outcomes for the patient. Understanding and communicating patient needs, complaints and concerns to the staff, leaders and medical staff and collaborates with all parties to implement recommendations as applicable. Responsible for rounding on patient care units evaluating and triaging calls from patients and families assessing needs investigating problems or complaints and facilitating follow up with the appropriate person or departments. Understands hospital policies and procedures. Serves as a contact for patients families and guests who have a need/want while in the hospital or after the patient's hospital stay. Responsible for listening to and assessing patient needs and taking the steps necessary to resolve any concerns or problems in an effective and timely manner; Exhibiting the highest degree of professionalism friendliness helpfulness and customer service. Effective communication is imperative. Accurately documents all patient complaints using a tracking system. Assists with identifying areas for improvement based on daily interactions with patients and observations. Maintain sensitivity to cultural diversity and ability to interact with a multicultural patient and guest population. Serve as a resource for other team members in resolving patient care concerns.

• Listen to patient and/or patient family members regarding their clinical care or service experience and interact with patients to assess the underlying basis of their real concerns/complaints.
• Document patient concerns/complaints in the respective databases for resolution tracking and monitoring.
• Communicate patient concerns/complaints to appropriate faculty and staff and coordinate resolution within policy timelines.
• Provide and promote excellent customer service and effect change wherever possible within the health system to enhance the experiences of patients/patient's family members.
• Enhance the patient and faculty/staff relationships through sharing patient feedback and providing in-service education to faculty/staff.
• Provide notary service to appropriate documents.

• Ability to facilitate communication in written format.

• In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $19.49 - $30.21 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent . Bachelor’s Degree Preferred

Experience: 3-5 years of relevant experience in health-care related field / human services field.

Licensure: None.

PHYSICAL DEMANDS

J ob may require standing and sitting for prolonged periods of time.

COVID Vaccination Requirement and Guidelines

Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.