Erie County Medical Center Corporation - Buffalo, NY

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The work involves serving as a liaison between patients and their families and hospital staff at the Erie County Medical Center Corporation. The incumbent works directly with hospital patients in interpreting and understanding their procedures and services and in resolving problems and concerns. This is a human services/advocacy position which is primarily concerned with maintaining quality patient care services and providing patients with an appropriate avenue to voice concerns on patient care services. Work is performed under the general supervision of the Nursing Department with leeway for the exercise of independent judgment. Does related work as required.


Serves as designated liaison representative between patients and ECMC, through whom patients may voice their problems and concerns;

Interprets and explains to patients and their families the philosophy, policies and procedures of the hospital within 24 hours of patient’s admission to hospital and reviews “Patients Rights” materials at this time;

Assists in referring patients to appropriate services and resources and responds personally when other alternatives are not available;

Identifies and assesses problems that may arise, investigates and directs inquires and complaints to appropriate hospital staff members;

Communicates with medical staff and physicians directly and promptly when an issue or complaint arises regarding hospital care;

Assists administration in establishing policies, objectives and quality of these policies; policies include interpretive services and policies regarding religious preferences issues;

Encourages understanding and adherence by both staff and patients to the hospital philosophy, rights and responsibilities;

Enhances professional growth and development through participation in educational programs, current literature, in-service and workshops;

Attends meetings and writes reports as required.

FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Thorough knowledge of the activities of a large general service hospital, its policies, procedures and common patient problems; thorough knowledge of hospital services, medicine and social work staff and organizational structure; good knowledge of hospital and community services available to patients and their families; ability to communicate effectively, both orally and in writing; ability to work effectively and harmoniously with patients, medical staff and community representatives; ability to prepare reports; tact; empathy; discretion; emotional stability; physically capable of performing the essential functions of the position with or without reasonable accommodation.


A) Graduation from a regionally accredited or New York State registered college or university with a Bachelor’s Degree in Social Work, Psychology, Nursing, Human Services, Counseling or a related field and two (2) years or experience in an acute healthcare setting; or:

B) Completion of sixty (60) semester credit hours in Social Work, Psychology, Nursing, Human Services, Counseling or a related at a regionally accredited or New York State registered college or university and four (4) years of experience in an acute healthcare setting; or:

C) An equivalent combination of training and experience as defined by the limits of (A) and (B).

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