Job Information
The Queen's Health Systems Coordinator, Patient Relations and Experience & Volunteers - Quality (Big Island, Full-Time, Day) in Kamuela, Hawaii
RESPONSIBILITIES
I. JOB SUMMARY:
• Provides patient relations services, programs and activities in accordance with established system-wide and departmental policies and procedures of Queen’s North Hawaii Community Hospital (QNHCH).
• Plans, develops, administers services, and activities for QNHCH Patient Experience Program.
• Utilizes clinical expertise to review clinically complex grievances and medical records. Identifies possible risk and facilitates clinical discussions with physicians, hospital staff, patient and families.
• Coordinates and oversees the daily operations of the Volunteer Program. Ensures effective utilization of volunteers and staff; and establishes programs, services, and activities to support established goals and objectives in adherence to the QNHCH’s policies and procedures.
II. TYPICAL PHYSICAL DEMANDS:
A. ESSENTIAL FUNCTIONS
• Seeing. Hearing. Speaking. Finger dexterity.
B. MANUAL MATERIAL HANDLING
• Infrequent: N/A
• Occasional: Push and Pull between 11-20 lbs.
• Frequent: N/A
• Constant: N/A
C. NON-MANUAL MATERIAL HANDLING
• Infrequent: N/A
• Occasional: Walk. Stoop/Bend. Climb: Stairs/Ladder. Reach: shoulder level. Reach: above head.
• Frequent: N/A
• Constant: Gripping.
III. TYPICAL WORKING CONDITIONS:
• Not substantially subjected to adverse environmental conditions.
IV. MINIMUM QUALIFICATIONS:
A. EDUCATION:
• Bachelor's degree required, preferably in Social Service, Communications, Psychology or related field; or four (4) years progressive experience in healthcare in a comparable hospital may be substituted for the educational requirement..
B. CERTIFICATION AND LICENSURE:
• No certification and/or licensure requirement.
C. EXPERIENCE:
• In addition to the educational requirement, three (3) year’s experience in advocacy, patient rights laws, and regulations or healthcare service-related position involving conflict resolution and/or counseling.
• Experience to demonstrate:
o Knowledge of ADA requirement as it relates to healthcare.
o Ability to communicate effectively both orally and in writing with a broad range of people.
o Ability to perform multiple tasks, set priorities, research/problem solve, and make independent decisions with minimal assistance.
o Knowledge and ability to design effective presentations of data in reports, graphs, other visual presentations, etc.
o Ability to effectively deal with internal and external customers.
o Ability to use Microsoft Office (Word and Outlook). Excel proficiency desirable.
Equal Opportunity Employer/Disability/Vet