ASA VII - Patient Relations

Department/Unit:

Risk Management

Work Shift:

Day (United States of America)

Salary Range:

$40,495.10 - $52,643.64

We are seeking a professional, friendly, and energetic individual who thrives in their work environment and enjoys interacting with the public, has a team player mentality, and has a calming ability to assist discontented customers. Ultimately, a successful Administrative Support Associate should ensure the efficient and smooth day-to-day operation of the department and manage lost belongings cases in a timely and acceptable manner.

The Administrative Support Associate (ASA) VII is a full-time position working in Patient Relations. We are looking for a responsible Administrative Support Associate to provide customer service, to perform a variety of administrative/clerical tasks, and to manage the lost belongings program.  Duties include providing support and interfacing with managers and employees, assisting in daily office needs, monitoring and routing telephone calls, and the initiation of investigation and seeking recovery/reimbursement for missing belongings reported by patients. Must have the skill set to create spreadsheets and track and trend data regarding lost belongings, and reimbursement determinations. The ideal candidate must demonstrate excellent oral and written communication skills, effectively gather and interpret information, and be able to organize their work using tools, like internal databases, MS Word, Excel, Outlook, and office equipment. Technical oversight of the office is managed by the Administrative Support Associate such as ordering office supplies and repairs for equipment, keeping the office well-equipped and stocked, distributes, tracks, orders, and maintains a supply of Language Line two-way phones and iPads to assure readiness and availability. 

Job Description

•    Welcome and greet visitors when presenting to the patient relations department
•    Provide general support to visitors and patients
•    Act as the point of contact for internal and external vendors
•    Answer and direct phone calls
•    Assist calls pertaining to lodging for out-of-town patients and their families by directing them to our local hotels with discounted rates
•    Manage lost belongings program – initiate, investigate, compose/gather, provide recommendation 
•    Track and trend lost belongings cases as well as reimbursements 
•    Database tracking and creation spreadsheets to track and trend lost belonging cases
•    Support translation and interpretation services as well as the distribution of devices within the hospital 
•    Assist with the documentation of patient complaints and feedback
•    Creation of materials and agenda for the Patient Grievance Committee meetings
•    Process payments and assure billing accuracy
•    Organize files and documents
•    Schedule meetings and distribute materials
•    Maintain hospital and practice site administration and physician staff contact lists 
•    Write and distribute emails, letters, faxes, and forms
•    Order office supplies

Skills

•    Strong organizational, written and verbal communication skills
•    Exceptional customer service skills
•    Proven experience as an administrative assistant or office assistant, a plus
•    Excellent time management skills and the ability to prioritize work with frequent interruptions
•    Work independently with minimal direction and supervision
•    Planning and time management skills
•    Exercise accuracy, discretion, and good judgment
•    Ability to maintain professionalism, courtesy, tact and patience 
•    Composure when delivering unfavorable outcomes to patients and/or family members regarding lost items
•    Emotional intelligence and calmness
•    Effective team collaborator
•    Knowledge of office operations 
•    Working knowledge of office equipment, like printers and fax machines
•    Proficiency in MS Office, particularly Word and Excel 
•    Proficient with computer/software applications
•    Adept at research and details

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.