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Patient Relations Specialist (Behavioral Health) - Emergency Department - Rex

Job ID: 7143
Location: Raleigh, NC
Facility/Division: UNC REX Healthcare
Status: Part Time
Shift: Night Job

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Job Description

Description

Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
This position serves as a liaison between patients and families and all hospital departments, facilitating conflict management and complaint resolutions for the most complex and sensitive situations. The position serves as a patient resource for matters related to complaint resolution, compliance, policies and procedures.

Essential Duties and Responsibilities Maintains environment of safety for patients, self, and others. Supports patient safety initiatives. Integrates knowledge, attitude, skills, and behaviors to maintain consistent competency in patient relation position.

Experience with crisis intervention related to mentally ill or abused patients.

Responsibilities:

  1. Acts in patients' behalf in response to their comments, concerns, and problems in a confidential manner. Assists in keeping patients informed of delays. Integrates knowledge, attitude, skills, and behaviors to maintain consistent competency in patient relation position. 
  2. Maintains an environment of safety for patients, self and others when providing 1:1 or remote observation care for patients that meet the criteria for sitter services. Demonstrates competency in all required clinical skills and technologies. Examples include but are not limited to safety observations (Q15, Q30 or 1:1), sharps maintenance, searches patient belongings, de-escalation of angry and potentially violent patients. 
  3. Assists with initiation and maintenance of IVC paperwork within specified procedure for all IVC patients. Collaborates with Care Team members to expedite progress toward desired outcomes. 
  4. Rounds on IVC and other high risk patients offering assistance, emotional support and crisis counseling to the extent required. Reviews all sitter cases verifying observation level is appropriate for patient. 
  5. Arranges services and/or give information about services to patients and/or families (i.e. homeless shelters, ATC programs, abuse shelters, DSS). Initiates provision of documentation of follow up resources. Organizes and coordinates community based educational information. Provides information to patients when requested or required. 
  6. Assists with coordination of medical transfers and initiation of outpatient medical needs- oxygen, home medical equipment. Initiates and coordinates placement of behavioral patients in either inpatient setting or outpatient care with referral. 
  7. Interacts with families in the Emergency Department (ED) to provide information regarding condition of patient and/or treatment while providing emotional support and/or crisis counseling as appropriate. Notifies pastoral care/ clergy as needed to help families with support during crisis or critical situations. 
  8. Conducts rounds to assess and improve patient perception of emergency and hospital services. This is completed through one to one discussion with patients and families. Rounds on Emergency department waiting area to provide updates on Emergency department flow and patient status several times per shift. 
  9. Keeps work area clean, free of clutter. Wipes down computer keyboard at start of each shift and wipes down computer hard drive and cables as needed.


Other Information

Other information:
Education Requirements:
Associate's degree required or one to two years equivalent experience in psychology or mental health-related experience and/or training. Bachelor's degree preferred. 
Licensure/Certification Requirements:

  • Completion of Nonviolent Crisis Intervention course with CPI required (within 6 months).  
  • BCLS. 
  • Notary (within 1 year). 

Professional Experience Requirements:

  • Experience with crisis intervention related to mentally ill or abused patients.
  • If Bachelor's degree, no prior experience required.
  • If Associate's degree, two (2) years of experience in psychology or mental health-related experience and/or training is required.

Knowledge/Skills/and Abilities Requirements:

  • Excellent customer service, persuasion, excellent verbal communication, building relationships, resolving conflict, coordination, listening, excellent organization, integrity, attention to detail, excellent written communication, patience, critical thinking and compassion.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Job Details

Legal Employer: NCHEALTH

Entity: UNC REX Healthcare

Organization Unit: Rex ED Overhead 

Work Type: Part Time

Standard Hours Per Week: 20.00

Work Schedule: Night Job

Location of Job: US:NC:Raleigh

Exempt From Overtime: Exempt: No



This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.
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The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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