Patient Relations Representative
Position Summary / Career Interest:
The Patient Relations Representative reviews and investigate patient complaints grievances to determine appropriate response. Request from the health system as a conduit for any patient concern. Liaise that out to other departments. Interface with Risk Management regularly to review cases that are clinical and more complex in nature. Communicate with patients verbally, in writing and in person to respond to their complaints.
Effectively manages complex and/or clinically related patient/family complaints from initial entry into the Patient Relations Department through reasonable resolution or referral to the Risk and Claims Department, maintaining patient rights.
Communicates and collaborates as indicated with Risk Management, hospital executives, physician colleagues and appropriate members of the hospital and medical center patient care, leadership and support teams.
Assists patients and families in meeting special needs, including but not limited to: advance directives and lost or damaged personal items concerns.
Coordination of and participation in patient family care meeting.
Provides consultation to hospital staff as requested to assist in boundary setting, care planning, resource identification, and problem solving.
Represents patient/family needs and rights on relevant working committees.
Participates in planning and/or presenting relevant orientation/in-service, continuing education as requested and appropriate.
Distributes and helps to interpret patient/family informational materials as needed. Contributes to the updating of these materials as indicated.
Maintains appropriate documentation.
Assists with Patient Satisfaction survey process as indicated.
Assists with departmental Quality Improvement activities to track and trend.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
Associates Degree and 3 years of progressive responsibility experience in a healthcare setting or Bachelor's and 2 years of previous experience in a healthcare setting
Ability to effectively operate in high-stress situations and exhibit sound decision making skills
Working knowledge of medical terminology and concepts necessary to liaise between patients, their families and the care team
Ability to reprioritize their work based on changing organizational and customer needs
Decision making and critical thinking skills
Collaborative problem solving, decision making and customer service skills
Job Requisition ID:
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The University Of Kansas Hospital