Position Summary: This position supports the mission of The Medical Center of Aurora/Centennial Medical Plaza of optimizing the quality of life of all those served by expanding beyond the traditional focus on medical needs to the needs of the whole person. The Patient Representative serves as a liaison between patients and TMCA/CMP. This involves interaction, on the patient’s behalf, with all departments and services within the hospital, as well as the medical staff. The Representative provides a resource whereby patients/families may ask questions, express grievances, and seek solutions to their concerns regarding their care at TMCA/CMP. This position provides a mechanism which supports and monitors compliance with the Colorado statues governing Patient Rights and Grievances, CMS, JCAHO, and patient rights as well as the values and mission statement of TMCA/CMP. Job responsibilities include, but are not limited to, performance improvement activities; development and implementation of customer satisfaction program; and a proactive assessment of patient concerns and needs. When need arises, will perform other duties as assigned by supervisor.
The Medical Center of Aurora/Centennial Medical Plaza expects our core values to be reflected in the way every employee interacts with co-workers, patients and family members, and with others in the community. The intent of these values is to assure that TMCA/CMP creates the work environment where individuals choose to work, and that patient care services are of the highest quality.
Licensure/Certification/Registration: Colorado RN Licensure required.
Education: Bachelor’s Degree in related field preferred.
Experience: Previous experience in health care delivery systems preferred. Customer service experience required.
Special Qualifications: Demonstrates good organizational and priority setting skills. Demonstrates excellent customer service skills. Displays appropriate judgment and problem solving skills. Communicates positively and professionally with all internal and external customers. Demonstrates proper verbal and written communication skills. Computer skills in Work, Excel and Access helpful.
Degree of supervision required: Involves general guidance and direction by the VP, Regulatory Affairs. Employee will be expected to perform most job duties independently and in accordance with established departmental and hospital policies and procedures.