This position reports to the Supervisor of Patient Relations and is responsible for representing the department to internal and external customers. Provides day-to-day, functional, consultative, and strategic support to all department programs and customers (patients, visitors, and staff) throughout all Medical Center locations. This includes adult and pediatric inpatients and outpatients, and all outpatient medical, and ancillary practices. Responds to complex patient complaints and allegations. Shares Decedent Affairs program daily activities with others on a rotating basis (approx.2-3 months/year).

The Mediation & Support Specialist coordinates comprehensive multidisciplinary reviews, recommends potential resolutions, and exercises appropriate judgment in the development of responses to situations ranging from simple to complex in order to reach the goal of maximum patient/customer and staff satisfaction while minimizing medical-legal risks to the Medical Center.

Facilitates and leads activities that reduce or prevent negative outcomes and which promote patient satisfaction and have a positive impact on the Medical Center. Actively supports and educates Medical Center staff regarding Patient Rights and Responsibilities, Patient Satisfaction, Customer Service and Service Excellence activities, Equal Access, and effective patient/customer communication to ensure internal effectiveness and external regulatory compliance.

Responsible for running the Decedent Affairs program to meet State and Federal regulations; providing emotional support and practical advice for families so that timely arrangements can be made. Interfaces with outside agencies, such as the Medical Examiners, Public Administrators, Mortuaries, and Health Departments. Responsible for maintaining optimal working relationships with internal partners (Pathology, Medical Providers).
Identifies, initiates, and participates in appropriate improvement activities. Role models excellent interpersonal communication, mediation, conflict management, and problem-solving skills with a focus on teamwork and collaboration. Respects Patient's Rights and privacy and acts as a role model to all other staff. Assists with databases and computer systems which are vital to supporting the department and the Medical Center. Provides support for special projects to the department Director and supports the many operations of a multifaceted department in a fast-paced environment.