Patient and Family Relations Liaison

Current Employees:

If you are a current Monument Health employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage.

Primary Location

Rapid City, SD USA

Department

CS Customer Services

Scheduled Weekly Hours

40

Starting Pay Rate Range

$24.19 - $30.24

(Determined by the knowledge, skills, and experience of the applicant.)

Job Summary

Provides patient and family relations support, including crisis intervention, community resource guidance, and patient complaint follow-up.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

*Supportive work culture

*Medical, Vision and Dental Coverage

*Retirement Plans, Health Savings Account, and Flexible Spending Account

*Instant pay is available for qualifying positions

*Paid Time Off Accrual Bank

*Opportunities for growth and advancement

*Tuition assistance/reimbursement

*Excellent pay differentials on qualifying positions

*Flexible scheduling

Job Description

Essential Functions:

• Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action. Maintain accurate and complete documentation of complaints and resolutions.
• Develops and monitors performance indicators for processes related to patient complaints and/or satisfaction as evidenced by observation, documentation, and/or feedback.
• Works with social worker/case manager as needed to make referrals to appropriate community agencies or social services.
• Coordinates activities related to patient and guest relations and improvement of customer satisfaction.
• Rounding on new admissions and waiting rooms to monitor patient/family needs and provide patient relations assistance as needed.
• Participates in performance improvement and quality control activities.
• Assists patients and families in navigating healthcare system and/or hospitalization with expectation setting.
• All other duties as assigned.

Additional Requirements

Preferred:
Experience - 1+ years of Healthcare Experience; 1+ years of Social Services Experience
Education - Bachelors degree in Healthcare, Human Relations, or Social Services
Certification - Society for Healthcare Advocacy (SHCA) Domains of Practice Certificate - Accredited University or accredited training professionals

Physical Requirements:
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Job Category

Patient Services

Job Family

Patient Support

Shift

Requires the ability to work assigned schedules and hours as determined by the department

Employee Type

Regular

15 Corporate Services Division

Make a difference.  Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.