Patient Coordinator / Liaison - Penn Presbyterian Medical Center

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Current UPHS-paid Employees must CLICK HERE to apply on the Internal job board

Patient Coordinator / Liaison - Penn Presbyterian Medical Center

Job ID: 326763

Category: Customer Service/Patient Access

Work Type: FT

Location: Philadelphia, PA, United States

Work Schedule: Mon-Fri 1P-9:30P one Sat per mth 9A-12N

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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

• Serves as the voice of the patient. This role emphasizes the receiving and resolving of patient complaints, compliments, service referrals and patient request and entry of feedback information in our patient feedback system. Answers or directs inquiries to appropriate personnel while ensuring the satisfaction of providers and patients through positive interactions. Provides information related to overall questions. Partners with all departments in Penn Medicine to embrace and encourage patient satisfaction. Provides written response to patients/families in accordance with CMS/JCAHO requirements.

Responsibilities:

• Coordinates, investigates and responds to complaints about the quality of care and services in the medical center.

Collects and trends data on complaints, patient surveys and other monitoring systems and makes recommendations to the Director which may result in operational changes, decision-making or other system improvements.

Maintains the formal grievance mechanism in compliance with JCAHO standards. Initiates system changes when corrective action is necessary, and monitors and evaluates the effect of such corrective action.

Provides advocacy services for consumers under the Patient's Bill of Rights.

Participates in the institutions' risk management program by representing the consumer's dissatisfaction and by researching and documenting obstacles to smooth delivery of services and by recommending operational and system changes.

Provides education and support to consumers regarding patient's rights and responsibilities, advance directives, and understanding the health care system and related issues.

Provides education and support to staff regarding advance directives, patients' rights and responsibilities, awareness of patient perceptions and how to handle difficult situations.

Promotes patient satisfaction, including adapting institutional policies to meet the needs of the individuals when appropriate and crossing departmental lines to gather information or to resolve problems.

Provides a central source of information, referral and interpretation of hospital services, programs, policies and procedures

makes appropriate referrals to hospital and community resources.

Provides a central source of information, referral and interpretation of hospital services, programs, policies and procedures

makes appropriate referrals of hospital and community resources.

Provides notary services for patients during normal business hours.

Assists with the coordination of language interpretation (verbal and American Sign Language) services for patients to meet compliance with the American Disabilities Act.

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required)
• Education Specialization: healthcare, organizational development, business management, administration, or hospitality Equivalent Experience: •And Customer service or patient relations experience preferred

Location: Penn Presbyterian Medical Center 51 N 39th St - Mon thru Fri 1p-9:30p and one Sat per month 9a-12n

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

Current UPHS-paid Employees must CLICK HERE to apply on the Internal job board

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