Patient Relations Representative

Avera McKennan Hospital

Worker Type:

Regular

Work Shift:

Day/Evening/Weekend/Holiday Shift (United States of America)

Pay Range:

The pay range for this position is listed below. Actual pay rate dependent upon experience.

$25.50 - $38.25

Position Highlights

You Belong at Avera

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

A Brief Overview

Serves as a resource for patients, families and visitors throughout their healthcare experience. This role promotes effective communication between patients and the healthcare team, assists in the resolution of concerns and grievances and supports efforts to improve patient satisfaction and service excellence. The Patient Relations Representative serves as a neutral, compassionate listener who helps ensure patients and families feel heard, respected, and supported while fostering positive relationships between patients and the organization.

What you will do

• Serves as a primary point of contact for patients, families, and visitors who have concerns, complaints, compliments, or questions.
• Listens actively and compassionately to understand concerns and identify appropriate next steps.
• Advocates for patient and family needs while maintaining a fair and objective approach.
• Educates patients and families regarding their rights and available resources.
• Investigates patient concerns, complaints, and grievances in a timely manner and communicate updates and outcomes to patients and families when appropriate.
• Partners with leaders, providers, and staff to improve the patient and family experience, facilitate timely resolution of concerns, escalating complex, high-risk, or unresolved issues to the appropriate leadership teams when necessary.
• Ensures concerns are appropriately documented and tracked according to organizational and regulatory requirements.
• Facilitates constructive communication between patients, families, visitors, and care teams, helping to de-escalate emotionally charged situations and promote respectful, collaborative interactions.
• Serves as a resource to staff on patient experience and service recovery practices, identifying opportunities for service recovery and proactive resolution during patient interactions.

Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License/Certification, or Work Experience:

• Bachelor's

Preferred Education, License/Certification, or Work Experience:

• 1-3 years Social work experience in a client or patient-facing setting

Expectations and Standards

• Commitment to the daily application of Avera’s mission, vision, core values, and social principles to serve patients, their families, and our community.
• Promote Avera’s values of compassion, hospitality, and stewardship.
• Uphold Avera’s standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.

Benefits You Need & Then Some

Avera is proud to offer a wide range of benefits to qualifying part-time and full-time employees. We support you with opportunities to help live balanced, healthy lives. Benefits are designed to meet needs of today and into the future.

• PTO available day 1 for eligible hires.

• Up to 5% employer matching contribution for retirement

• Career development guided by hands-on training and mentorship

Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to [email protected].