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):
601 Elmwood Ave, Rochester, New York, United States of America, 14642Opening:
Worker Subtype:
RegularTime Type:
Time as Reported / Per DiemScheduled Weekly Hours:
As Scheduled
Department:
500107 Patient Experience OfcWork Shift:
UR - Not Applicable (United States of America)Range:
UR URCA 204 HCompensation Range:
$18.34 - $24.77The 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:
Works with hospital patients and their families in the assigned area to address any concerns, special needs or care issues. Works directly with hospital staff to solve patient and family problems. Meets/Interviews one on one with patients, families or visitors helping them understand the department system/patient flow and listen to any concerns. Investigates and directs inquires or complaints to appropriate Hospital staff members and follow up to ensure satisfactory resolution. Assists staff members who request intervention in diffusing difficult or volatile patient situations.RESPONSIBILITIES:
Patient Belongings Management:
Ensures that patient belongings are secured upon admission and stored appropriately. Maintains storage of glasses, hearing aid, dentures and other valuables according to policy. Maintains order and identification of belongings that can be identified easily by nursing staff. Documents when belongings/valuable leave with patients upon discharge.
Rounding:
With LPN, assists in performing safety checks, ensuring call light and phones are within reach, providing comfort items such as pillows, blankets, ice chips and hot/cold packs. Monitors dementia/confused patients to ensure they are safe in chair or bed. Reports any safety concerns or other issues to LPN and/or bedside nurse. Responds to other areas when called/paged.
Ensures patient family experience is satisfactory:
Investigates and resolves complaints, concerns and other feedback. Directs inquires and complaints to appropriate staff/leadership when unable to resolve independently. Acts proactively to prevent complaints by taking action or speaking with staff/leadership when a problem is developing. Offers suggestions to resolve potential complaints. Keeps complaint information confidential.
Contributes to a stress free and caring environment:
Recognizes signs of persons experiencing stress or personal trauma and takes appropriate action. Utilizes service recovery activities as applicable. Displays a caring and courteous attitude and represents the hospital in a positive manner 100% of the time. Resolves conflict and maintains an I CARE approach.
QUALIFICATIONS:
- High School Diploma or Equivalent required
- Associates Degree preferred
- 2 years customer service experience, including at least 1 of those years in a hospital or medical setting; or equivalent combination of education and experience required
- Excellent interpersonal and communication skills. Ability to deal effectively with the public, staff and volunteers. Presents a caring and empathetic disposition. Proficiency in Microsoft Office Suite required.
EOE Minorities / Females / Protected Veterans / Disabled:
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.