Poplar Bluff Regional Medical Center
Discharge Callback Admin
Poplar Bluff
,
MO
Full Time
Job Summary
The Discharge Callback Administrator supports continuity of care and patient satisfaction by conducting follow-up calls to recently discharged patients. This role reinforces discharge instructions, identifies barriers to recovery, promotes service recovery when necessary, and escalates clinical concerns appropriately. The Discharge Callback Administrator collaborates with clinical and non-clinical staff to ensure a positive transition from hospital to home while contributing to quality improvement initiatives.
Essential Functions
The Discharge Callback Administrator supports continuity of care and patient satisfaction by conducting follow-up calls to recently discharged patients. This role reinforces discharge instructions, identifies barriers to recovery, promotes service recovery when necessary, and escalates clinical concerns appropriately. The Discharge Callback Administrator collaborates with clinical and non-clinical staff to ensure a positive transition from hospital to home while contributing to quality improvement initiatives.
Essential Functions
- Contacts patients within 24 to 96 hours of discharge to assess understanding of discharge instructions, address concerns, and evaluate satisfaction.
- Reconfirms discharge instructions and clarifies any questions related to post-discharge care, medications, follow-up appointments, and symptoms.
- Assesses clinical symptoms reported by patients or caregivers and advises appropriate follow-up, including return to the emergency department or contact with a healthcare provider when necessary.
- Collaborates with Care Management and other departments to resolve barriers to care and ensure continuity of services after discharge.
- Provides support and education to patients and caregivers regarding recovery expectations, available support groups, and community resources.
- Records and tracks patient interactions in a centralized database for documentation and quality improvement purposes.
- Escalates unresolved issues, potential safety concerns, or grievances to appropriate departments such as Risk Management or Clinical Leadership.
- Initiates service recovery efforts when concerns are identified and serves as a liaison to ensure timely resolution and patient satisfaction.
- Performs other duties as assigned.
- Complies with all policies and standards.
- 1-2 years of experience in a healthcare setting required
- Strong interpersonal and communication skills with the ability to engage patients and families in a supportive and professional manner.
- Knowledge of discharge planning principles, hospital workflows, and patient care terminology.
- Ability to assess basic clinical concerns and escalate issues appropriately.
- Proficient in using electronic health records and call documentation tools.
- Ability to manage multiple calls, prioritize tasks, and work independently.
- Strong problem-solving and service recovery skills.
- RN - Registered Nurse - State Licensure and/or Compact State Licensure required
- BCLS - Basic Life Support preferred