Easter Seals Jobs

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

Select a Shipping Address, Rochester, New York, United States of America, 14627

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500107 Patient Experience Ofc

Grade:

UR URC 212

Compensation Range:

$61,900.80 - $86,694.40

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

Gives professional attention to the relations between patients/patient families and Strong Memorial Hospital staff, counseling both in order to assure the former of timely and appropriate response to their concerns, and to benefit the latter through a sensitive interpretation of patient/family needs and feelings; and through this process, assists the Patient Relations Coordinator in identifying and recommending corrective steps for any recurring problems in providing services to patients and their families. Helps patients/families and staff deal with problematic situations in ways that are consistent with the three-fold mission of the Hospital. Develops and maintains administrative support systems for the Patient Relations function.Schedule 8 AM-4:30 PM; OCC WKNDS/HOLS Responsibilities GENERAL PURPOSE: Gives professional attention to the relations between patients/patient families and Strong Memorial Hospital staff, counseling both in order to assure the former of timely and appropriate response to their concerns, and to benefit the latter through a sensitive interpretation of patient/family needs and feelings; and through this process, assists the Patient Relations Coordinator in identifying and recommending corrective steps for any recurring problems in providing services to patients and their families. Helps patients/families and staff deal with problematic situations in ways that are consistent with the three-fold mission of the Hospital. Develops and maintains administrative support systems for the Patient Relations function. SPECIFIC RESPONSIBILITIES: - Under general direction and with latitude for the exercise of independent judgment and self-directed action: - Assists in the development of systems that encourage patients/patient families to express their concerns and that emphasize the obligation for initial response by the staff directly caring for patients. - In those issues which escalate past the point of origin, assists both patients/families and staff to identify their primary concerns, deal with their anger and help them arrive at a mutual resolution that is just and clinically appropriate. - Responds immediately to all complainants who go directly to the Directors' Office either dealing with them personally or making appropriate referral. - Establishes special long-term relationships with patients/families and staff having unique or chronic problems, especially in patient matters in which there is liability potential. - Is knowledgeable about the 'Patients Rights' section of the New York State Hospital Code and with that of the Joint Commission or Accreditation of Hospitals, and monitors institutional compliance in conjunction with the Patient Relations Coordinator. - In all issues forwarded for review by staff, does careful initial research in the medical record, etc., and prepares a case summary that documents both the feeling and factual allegations of complainants; coordinates the review of issues that cross departmental lines; and, as necessary, communicates with the patient/family. - Works in conjunction with the Patient Relations Coordinator to appropriately identify and document chronic issues. - Identifies potential liability cases and, after initial investigation, prepares a case summary for legal staff; at the discretion of legal staff, may continue as the primary contact, since many complainants will not take legal initiatives if their concerns are listened to carefully. - Reviews patient comment forms and assures that positive feedback gets to appropriate department heads and line staff, and that negative feedback is documented for subsequent review and follow-up. - Periodically makes rounds in all areas of the hospital to provide opportunities for interactions with patients/patient families and staff and for observing condition of facilities used by patients and their families. - Receives information about losses of patient belongings; works with staff to assure a thorough search; evaluates from incident reports and other data the degree of institutional responsibility for a loss and the appropriateness of reimbursement; makes recommendations for reimbursement or replacement. Assures that with each loss, whether reimbursed or not, there is preventive follow-up in the area involved. Deals in same way with reimbursement questions relating to staff losses during patient care and out-of-pocket costs to visitors who have accidents in SMH and are treated here. - Develops and maintains filing, data collection and other support systems appropriate to the Patient Relations functions. REQUIREMENTS: Bachelor's degree and 3 years of hospital experience, preferably in a teaching hospital in roles dealing with patients and families; or an equivalent combination of education and experience. The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University's mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we commit to diversity, equity, and inclusion and united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.