Patient Relations Rep

Posting DetailsFull Time Patient Relations Chesterfield CampusDescription

Serves as a liaison between patients, families and all departments and sites of service, providing a neutral resource for the timely resolution of customers' concerns, problems, and unmet needs. Identifies and interacts with all appropriate organizational leaders to coordinate and facilitate the investigation, mediation and effective resolution of areas of concern with a special emphasis on those related to clinical care. Assists hospital leadership in de-escalating difficult service recovery situations. Ensures compliance with all regulatory bodies and documents all interactions in the departmental database. Performs all duties in a manner consistent with our mission, vision and values.

 

Principle Accountabilities:

 

1.  Serves as a liaison between patients, families and all departments and sites of service, providing a neutral resource for the timely resolution of customers' concerns, problems, and unmet needs.  25%

 

2.  Identifies and interacts with all appropriate organizational leaders to coordinate and facilitate the investigation, mediation and effective resolution of patient experience, clinical care and billing related areas of concern.  25%                                       

 

3.  Assists hospital leadership in de-escalting difficult service recovery situations.   20%

 

4.  Ensures compliance with all regulatory requirements, including but not limited to CMS and The Joint Commission, regarding grievance resolution and patient rights policies.  10%

 

5.  Enters appropriate and complete documentation of patient complaint interactions in the departmental database.   10%

 

6.  Performs rounds on patient areas, waiting areas and other areas of the facility.  Prepares and delivers gifts to patients as appropriate.     5%

 

7.  Performs other tasks and duties assigned by patient relations representative.  5%

 

Total 100%

Education

Associate Degree or higher in Behavioral Science, Public Relations, or equivalent experience with demonstrated conflict resolution skills.

Experience

Ability to calm and effectively communicate with potentially angry and/or emotional persons. Excellent verbal, written and telephone skills. Familiarity with hospital procedures and patient medical records a plus. A desire to deal with the public in conflict resolution scenarios.

 

Reporting Relationships (Text Only)Job Relationships:   Member of a comprehensive healthcare team, including other healthcare providers, the patient, the patient's family and significant others.    Takes direction from:   Patient Relations Manager, Director, Clinical Analytics Supervised by:  Patient Relations ManagerWorking Conditions

Employee is allowed to move about freely or sit at will when performing job duties. The employee is generally not required to lift or carry. Employee will be frequently exposed to CRT terminal work. The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties.

Employment Type: FULL_TIME