PATIENT REALTIONS REP

Position: PATIENT RELATIONS REP

Department: Consumer Relations

Shift: 8:00am – 5:00pm / 8-hour shift length

Status: Full-time/ 80 Hours Per Pay

Facility: Atrium Medical Center, Middletown, OH

POSITION SUMMARY

The Patient Relations (PR) Patient Representative is to serve as a consultant and liaison between patient/family/legal representative, visitors, hospital and medical staff, and health care providers; actively listening to identify problems, seek solutions, and serve as a catalyst for change and performance improvement. The Patient Representative documents complaints and grievances or events identified and reports the findings and/or recommendations to appropriate leadership staff. While maintaining confidentiality, the Patient Representative performs problem solving and patient advocacy duties. The role is highly collaborative, interfaces and partners with all levels of the organization and medical staff, and proactively rounds as needed in support of service recovery.. The Patient Relations Patient Representative is expected to focus on key aspects of customer service: excellence, recovery, and delivery.

Education: Bachelor’s Degree required

Licensure/Certification/Registration: Notary from county of residence a plus.

Experience: 1-3 years of job-related experience. Preferred experience – Customer Service

Knowledge/Skills

• Outstanding customer service skills with strong verbal and written communication skills

• Ability to handle a broad diversity of people from all socioeconomic backgrounds, races and cultures

• Ability to exercise sound judgement and critical thinking skills, be action oriented, and service driven

• Develop, build and manage relationships and have stress management and leadership skills

• Problem solving, complaint resolution, and mediation skills

• Computer skills and experience with medical records

• Familiar with Medical Terminology

• Able to maintain confidentiality

• Full knowledge and understanding of the regulatory requirements for Patient Rights and Responsibilities, the Complaint/Grievance Process, and HIPPA (privacy) to maintain compliance with Center for Medicare and Medicaid Services (CMS), The Joint Commission (TJC), and Ohio Department of Health (ODH)

• Prioritize and utilize time effectively