Position Description

The Patient Relation Representative processes complaints and concerns brought forward by patients, families and visitors. Serves as the initial representative for the organization during the grievance process and identifies options for resolution. Oversees the management of financial resources used to respond to patient/family requests for assistance; provides direct intervention with staff/patient/family conflict; acts as internal and external resource for referrals to meet customer’s needs. Makes recommendations for process improvement on behalf of customers to increase the level of patient satisfaction. Maintains direct contact with patients of all ages, families, and visitors to provide emotional support, assistance, and the hospital grievances. The duties of this position require the exercise of courtesy and patience in speaking with patients, families, and others to maintain sound public relations.

 

This Patient Relations Representative will cover the overnight shift in the emergency department.

Position Requirements

REQUIRED

 

Two (2) years experience in an occupation requiring advocacy, public relations customer service or medical setting, OR and Associate’s or Bachelor’s degree in Social Science, Business Administration, Health Administration, Education or related field Demonstrated interpersonal, organizational and customer service skills. Demonstrated knowledge and skill in utilization of computer application and knowledge of word-processing programs (specifically, Microsoft Word and Microsoft Excel) Excellent written and oral communication skills. Demonstrated problem-solving skills Demonstrated ability to work independently. Ability to type 30 – 40 words per minute High School diploma

 

PREFERRED

Higher education degree – Associates, Bachelors or Masters Degree in Social Science, Business Administration, Health Administration, Education or related field Functional knowledge of McKesson STAR registration system Bilingual (Spanish preferred)

Service Area Overview