Overview

Performs routine administrative patient satisfaction functions. Prioritizes assignments and organizes functions to insure effective office or departmental operations. Process and maintains confidential information. May lead and train lower level staff. Performs related work as required.

Responsibilities

- Establish and maintain positive relationships with patients, visitors, and other employees. Interacts professionally, courteously, and appropriately with patients, visitors and other employees. Behaves in a manner consistent with maintaining and furthering a positive public perception of BronxCare Health System and its employees.

- Contributes to and participates in the Performance/Quality Improvement activities of the assigned department. Contribution and participation includes data collection, analysis, implementation of and compliance with risk management and claims activities, support of and participation in Continuous Quality Improvement (CQI) teams, consistent adherence to the specific rules and regulations of the BronxCare Health System (a) Safety and Security Policies, (b) Risk Management: Incident and Occurrence Reporting, (c) Infection Control Policies and Procedures and (d) Patient and Customer Service.

- Ensures Patient satisfaction by performing bedside visits, troubleshooting, engaging & diffusing patients.

- Coordinates discharge of patients ensuring follow up appointment, incentive distributions, follow care & support services.

- Determines and secures required resources and support services. Helps maintain resource list of social services and community resources.

- Plans and prepares while being responsive to patient needs follows-up on required details. Monitors progress and ensure that patient needs are met during stay, discharge & refers to community resources.

- Prepares and generates routine reports and responses to routine inquires. Determines information required to complete reports and contacts appropriate sources for information.

- Maintains and updates databases. Conducts periodic audits to insure data integrity, by calling patients after discharge to identify successes & near misses.

- Resolves routine patient complaints.

- Prepares standard reports.

- May train clerical staff on database operating procedures such as data input and report/query techniques. Works closely with Human Services Resources & Health Care Administration interns from local affiliate college.

- Organizes, compiles, categorizes and maintains patient incentives.

- Trains and oversees the work performance of the office or department interns that are majoring in Human Services and or Health Care Administration.

- Prepares work schedules.

- Monitors distribution of incentives.

- Coordinates department support services including duplicating, message delivery and supply units. Identifies gaps to ensure patient satisfaction.

- Assists with identifying appropriate incentives for patients.

Qualifications

- One (1) year administrative experience or equivalent combination of education, training or experience. Completion of a business or technical school program preferred.

- Bachelor’s 

- High School or GED

- Ability to communicate verbally and in writing.

- Ability to organize office or technical support operations.

- Ability to exercise tact and discretion in routine hospital business operations.

- Basic ability to utilize information technology systems and database, spreadsheet and word processing software and office equipment.