To act as liaison and facilitate communication between patients, representatives, families, physicians, system employees, institutions, departments and community resources. Assist with providing a channel through which patients and representatives can resolve issues, concerns and unmet needs. Assist in coordinating the resolution of complaints and grievances within the system and the community. De-escalates situations which may cause harm within the system and provides a comforting and supportive atmosphere to patients, representatives, providers and staff.
COMPETENCIES AND SKILLS:
Demonstrates a high-level of customer service skills and interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with providers and senior leadership.
Demonstrates effective mediation and conflict resolution skills to address awkward situations with tact and diplomacy.
Demonstrates the ability to work with minimal supervision.
Demonstrates ability to perform basic personal computer skills.
Demonstrates strong written and oral communication skills.
Must be able to function in a team and have proven success in applying a team approach to obtain resolution to an issue or successfully accomplish goals.
Demonstrates critical thinking and analytical skills, including analysis, planning, organizing and troubleshooting.
Demonstrates the knowledge and skills necessary to interact appropriately with the patient/representative.
EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree required.
A minimum of three years of relevant clinical and/or health care related experience required
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in a health care setting – office or hospital environment.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family. We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.