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, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500107 Patient Experience Ofc

Work Shift:

UR - Rotating (United States of America)

Range:

UR URCA 207 H

Compensation Range:

$23.51 - $31.74

Responsibilities:

Serves as the primary departmental resource for addressing patient, family, and visitor concerns within assigned clinical areas. Acts as a liaison between patients, families, visitors, and the interdisciplinary care team to facilitate communication, resolve service concerns, and promote a positive patient experience. Manages complex customer service issues that require sound judgment, diplomacy, empathy, and effective conflict resolution, while ensuring concerns are appropriately documented, investigated, and resolved in accordance with organizational policies and Patient Relations protocols. Provides operational support to clinical staff by assisting with patient and family communication, service recovery, patient comfort, and coordination of non-clinical needs in a fast-paced healthcare environment. Works collaboratively with nursing, social work, security, providers, and other hospital departments to facilitate the timely resolution of concerns and improve the overall patient experience.

Essential Functions:

• Serves as the primary point of contact for patient, family, and visitor concerns within assigned clinical areas. Receives, investigates, documents, and follows up on patient complaints, concerns, compliments, and service requests in accordance with established Patient Relations procedures.  Facilitates communication between patients, families, visitors, and members of the healthcare team to ensure concerns are addressed in a timely manner. Coordinates service recovery efforts and provides updates on resolution plans while maintaining patient confidentiality. Documents interactions and resolutions within designated reporting systems. Escalates issues requiring clinical, operational, or leadership intervention according to established guidelines.
• Responds to complex patient, family, and visitor situations requiring advanced communication, conflict resolution, and de-escalation techniques. Applies Crisis Prevention Intervention (CPI) and service recovery principles to reduce conflict, promote positive interactions, and support a safe environment. Collaborates with clinical and operational staff to resolve concerns while balancing patient needs, organizational policies, and operational priorities. Recognizes situations requiring immediate intervention and promptly engages appropriate clinical staff, security, leadership, or other resources.
• Conducts routine patient, family, and employee rounds to identify service concerns, provide updates, and address non-clinical needs. Provides comfort items and assists patients and families, offers snacks and refreshments to staff during rounds, and assists patients in navigating departmental processes. Communicates identified concerns to appropriate members of the care team to facilitate timely follow-up. Supports departmental initiatives to improve patient satisfaction and experience.
• Coordinates processes related to patient belongings and valuables in accordance with organizational policies. Assists with locating missing belongings and coordinating communication between patients, families, and hospital departments. Supports staff by assisting with communication during high-volume or high-stress situations. May participate in departmental wellness or employee recognition activities.
• Identifies recurring patient experience trends and communicates observations to leadership. Participates in department meetings, training, and quality improvement initiatives. Maintains knowledge of organizational policies, patient rights, regulatory requirements, and customer service best practices.
• Other duties as assigned.

Minimum Education & Experience:

• Associate's degree or equivalent and 3 years of progressively responsible customer service, patient relations, hospitality, healthcare support, or related experience required.
• Or equivalent combination of education and experience.
• One year in a hospital or medical setting preferred.

Knowledge, Skills & Abilities:

• Excellent interpersonal, verbal, and written communication skills required.
• Demonstrated ability to resolve complex customer concerns with professionalism and empathy required.
• Strong conflict resolution, negotiation, and de-escalation skills required.
• Ability to exercise sound judgment while working independently required.
• Strong organizational, prioritization, and follow-up skills required.
• Ability to maintain confidentiality and professionalism in sensitive situations required.
• Working knowledge of Microsoft Office applications and electronic documentation systems required.
• Ability to collaborate effectively with interdisciplinary healthcare teams required.
• Commitment to providing exceptional customer service and promoting a positive patient experience required.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.