Mediation and Support Specialist

Mediation and Support Specialist 65983942

A leading medical institution is seeking a Mediation and Support Specialist. The successful candidate will coordinate communication between patients, families, and medical staff, providing patients with information on hospital services, procedures and protocols, and ensuring all concerns and complaints are directed to appropriate units within the medical center for resolution. The ideal candidate has 4-5 years of relevant experience. The company offers a great work environment!

Mediation and Support Specialist Pay and Benefits:

• Hourly pay: $28/hr
• Worksite: (San Francisco, CA 94143 - Hybrid- Need to complete one week of On-site training, then mostly remote)
• W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
• 40 hours/week, 6 Month Assignment

Mediation and Support Specialist Responsibilities:

• 80% of the role involves independently processing inquiries, complaints, and grievances from various sources, including patients, families, and staff, through multiple channels. This includes reviewing and forwarding complaints, coordinating resolution efforts, and documenting interactions in the database for benchmarking. Additionally, the role entails providing consultation and support to patients, staff, and departments, participating in quality improvement efforts, and facilitating conferences to address concerns effectively. Furthermore, it involves responding to acute concerns and collaborating with risk management and security to ensure safety.
• Regarding the Decedent Affairs Program (5%), responsibilities include supporting and managing processes related to patient deaths, ensuring compliance with regulations, coordinating with internal and external stakeholders, and assisting families with arrangements and paperwork.
• For Patient Rights and Responsibilities (10%), the role involves educating staff on regulations and promoting compliance, serving as a resource for HIPAA-related queries, addressing privacy complaints, and upholding service standards and professionalism.
• Representing the Office of the President & CEO/Living PRIDE Standards (5%) involves modeling excellent interpersonal and communication skills, fostering positive relationships, contributing to a positive work environment, and participating in relevant activities to enhance skills and knowledge.
• Lastly, in-services and presentations (5%) involve developing and delivering educational sessions on patient rights, satisfaction, and customer service for Medical Center staff.

Mediation and Support Specialist Qualifications:

• 4-5 years of relevant experience.
• Bachelor’s degree in a related area and/or equivalent experience/training.
• Thorough understanding and application of Patient Relations techniques and procedures to enhance patient satisfaction. (Preferred)
• Familiarity with Patient Relations, medical center, and UC policies, along with knowledge of patients' rights laws to identify compliance risks. (Preferred)
• Strong problem-solving skills to effectively resolve patient or customer issues, ensuring high-quality work and adherence to commitments.
• Demonstrated ability to manage projects from start to finish, adapting to changing priorities and deadlines.
• Proficiency in teaching complex concepts to diverse patient populations, enhancing communication effectiveness. (Preferred)
• Interpersonal skills to cultivate professional relationships with peers, patients, and multidisciplinary teams, contributing to Patient Relations efforts.
• Aptitude for evaluating issues within defined procedures, offering solutions through critical thinking.
• Excellent verbal and written communication skills for explaining patient experience concepts and receiving feedback.
• Competency in word processing, spreadsheet software, and organization-specific Patient Relations applications.
• Ability to exercise sound judgment in addressing concerns while maintaining confidentiality.
• Effective communication and organizational skills for multitasking in fast-paced environments.
• Working knowledge of common computer applications and discretion in handling sensitive information.