Job Summary The Patient Relations Representative serves as a clinical liaison between patient and the Hospital to provide a mechanism through which patients can express problems or concerns, and to assist patients understand the systems involved in their care. This position also assists in working with patients and family on Advance Directives; helping to secure copies of existing documents and also assisting with completing documents such as Health Care Power of Attorney and Living Will. The Patient Relations Representative also helps patients and family understand Patient Rights, particularly with documents such as the Important Medicare Message and the Medicare Outpatient Observation Notice. This staff member screens for patients and family that may have concerns about paying for prescription medications and serves as the primary resource for the MRH Medication Assistance Program. The Patient Relations Representative also is the primary contact person for the Logan County Cancer Society and determines eligibility and provides appropriate assistance. Works closely with the Care Managers to assist with high risk for readmission patients and schedules follow up appointments at discharge to assure patient and family are aware of appointment times and have transportation to and from appointments. Working with the Care Managers, will assist with specific discharge planning duties such as faxing, calling and copying appropriate documents. Has responsibility for the Patient Care Volunteer program and assists with scheduling and training of this group of volunteers. Regulatory Requirements Individuals considered for this position must have a background in healthcare. Is a motivated, independent individual who can organize workload so that all functions are completed within established work hours. Working knowledge of criteria for Medicare, Medicaid, HMO and private insurance coverage. Working knowledge of local social service agencies, types of services provided and basic eligibility requirements and application process Experience in patient care environments. Ability to work with teams and to interact and develop desired outcomes Language Skills Ability to communicate in English, both verbally and in writing. Additional languages preferred. Excellent interpersonal skills. Ability to use interpretation devices as needed to facilitate communications Ability to interact with co-workers and provide feedback and share information. Skills Computer knowledge with the ability to utilize functions such as word processing, charts/tables, and hospital specific applications related to patient care and billing. Ability to utilize basic office equipment such as fax, copy machine, telephone, etc. Excellent communication skills including in person, telephone, email and written. Ability to function in team environment; active listening and provide appropriate feedback.