Patient Relations Representative - Full Time (64898)

JOB SUMMARY

The Patient Representative is a generalist, listener and communicator who serves as a liaison between patients, family members and hospital staff. This person is responsible for patient complaints, grievances and compliments received from internal and external customers. Demonstrates excellent interpersonal, organizational, oral and written communication skills. Must be able to maintain composure during difficult situations while maintaining a professional attitude at all times. This position requires excellent listening skills which are essential to ensuring that there is a full understanding of the issues that are presented by our customers.

Coordinates effective communication efforts for guests with communication barriers related to disabilities, meeting ADA requirements. Also coordinates effective communication delivery for guests with language barriers, using interpreters and electronic communication tools.

PRIMARY DUTIES AND RESPONSIBILITIES

• Intakes, documents, investigates, and resolves complaints regarding the organization consistent with the organization's complaint policy and service standards.

• Abides by CMS and Joint Commission standards in documenting and responding to patient concerns

• Provides appropriate intervention with staff/patient/family conflicts on patient care units, acting as a liaison to negotiate viable solutions in potentially hostile situations.

• Assesses Patient Assistance requests by interacting with physicians, staff and community agencies to assure needs are met, funds are used in compliance with defined policies and to facilitate patient discharge

• Provides post discharge phone calls to patients to assess their hospital experience

• Explains various hospital policies and procedures, and provides other information or assistance as required.

• Performs daily proactive service excellence rounds on in patients to welcome and greet patients, families and visitors, to ensure patients are aware of available resources and to potentially uncover and resolve any service related issues. May be asked to do patient experience rounds in the Emergency department.

• Functions as a global patient advocate for the organization by analyzing complaint data to suggest and implement positive change for the patient's experience and to impact HCAHPS scores

• Maintains strict confidentiality of all patient information and accesses only what is relevant to the patients concerns. Is able to report pertinent facts regarding patient concerns to managers and physicians involved.

• Works directly with Risk Management to minimize any risk to the organization

• Maintains strong relationships with staff and takes a proactive, multidisciplinary team approach to complaint prevention and service recovery by providing notification and referrals to other areas, including but not limited to Risk Management, Pastoral Care, Health psychology, Case Management, social work as appropriate.

• Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Immediately reports any mechanical or electrical equipment malfunctions, unsafe conditions, or employee/patient/visitor injury accident to Manager.

• And other duties as assigned.

Qualifications

JOB QUALIFICATIONS

• Minimum of two years' college in Social and Behavioral Science or Public Relations field preferred

• Ability to work independently; prioritize, meet deadlines and effectively manage time

• Proficient in the use of Microsoft office software

• One years of hospital experience with knowledge of medical terminology preferred

• Requires physical effort, particularly walking and periods of standing in place

• Excellent interpersonal, oral and written communication skills

• Demonstrated ability in problem solving and reconciliation techniques

• Must be willing to work every other weekend

Education: Associate Degree preferred. Experience with Customer service or Service Recovery. Completion of ADA Online Course within 6 months of hire.

Licensure: None required.