Patient Relations Representative

Northside Hospital is award-winning, state-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for the best healthcare professionals in Atlanta and beyond. Discover all the possibilities of a career at Northside today.

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.

Work schedule: Tuesday - Saturday, 10:00am-6:30pm

PRIMARY DUTIES AND RESPONSIBILITIES

• Intakes, documents, investigates, and resolves complaints regarding the organization consistent with the organization's complaint policy and service standards.
• Abides by CMS and Joint Commission standards in documenting and responding to patient concerns
• Provides appropriate intervention with staff/patient/family conflicts on patient care units, acting as a liaison to negotiate viable solutions in potentially hostile situations.
• Assesses Patient Assistance requests by interacting with physicians, staff and community agencies to assure needs are met, funds are used in compliance with defined policies and to facilitate patient discharge
• Provides post discharge phone calls to patients to assess their hospital experience
• Explains various hospital policies and procedures and provides other information or assistance as required.
• Performs daily proactive service excellence rounds on in patients to welcome and greet patients, families and visitors, to ensure patients are aware of available resources and to potentially uncover and resolve any service related issues
• Functions as a global patient advocate for the organization by analyzing patient satisfaction data, and complaint data to suggest and implement positive change for the patients experience and to impact HCAHPS scores
• Uses resources available (Press Ganey, benchmarking with other hospitals etc) to conduct cursory research to facilitate improvement ideas for the organization
• Maintains strict confidentiality of all patient information and accesses only what is relevant to the patients concerns. Is able to report pertinent facts regarding patient concerns to managers and physicians involved.
• Works directly with Risk Management to minimize any risk to the organization
• Coordinates the use of volunteers who offer additional assistance to patients and families
• Participates in Ethics committee and/or other hospital committees and volunteer activities to improve the patients experience
• Maintains strong relationships with staff and takes a proactive, multidisciplinary team approach to complaint prevention and service recovery by providing notification and referrals to other areas, including but not limited to Risk Management, Pastoral Care, Health psychology, Case Management, social work as appropriate.
• Maintains Service Recovery "Complaint is a Gift" program, providing service recovery aides to departments as necessary, as well as promoting the use of this program to departments throughout the organization
• Delegates duties to assigned department volunteer and assists with training and provision of department updates to volunteers.
• Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Immediately reports any mechanical or electrical equipment malfunctions, unsafe conditions, or employee/patient/visitor injuryaccident to Manager.
• Fills in for other patient representatives.

REQUIRED

1. 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
2. Demonstrated interpersonal, organizational and customer service skills.
3. Demonstrated knowledge and skill in utilization of computer application and knowledge of word-processing programs (specifically, Microsoft Word
4. and Microsoft Excel)
5. Excellent written and oral communication skills.
6. Demonstrated problem-solving skills
7. Demonstrated ability to work independently.
8. Ability to type 30 - 40 words per minute
9. High School diploma