Patient Relations Representative

The Patient Relations Representative is able to serve as a liaison between patient/family members, all hospital departments and administration. They are responsible for acting professionally to identify and resolve problems as expressed by patients ensuring the receive care in a humane manner for all the services and care to which he/she is entitled. This position is maintains the required complaint and grievance documentation and logs them timely and appropriately. The position interacts with leadership to obtain necessary information to comply with the grievance policy and state requirements. The position is visible in the hospital by providing daily rounds, responding to leadership requests specific to patient requests if called upon, assisting in resolution of complaints or concerns timely and effective, maintains excellent communication skills and adheres to the hospital’s dress code policy. Participation on hospital/System committees may be requested as well as participation in Methodist Experience initiatives.

DUTIES AND RESPONSIBILITIES

1) Acts in the patients’ behalf in response to increase patient satisfaction scores by reporting their appreciation, comments, concerns, and/or problems.
2) Making patient care rounds in the emergency room for purposes of improving the Methodist Experience.
3) Communicates directly with the appropriate leadership and administrative staff and/or their designee regarding specific problems and trends in service.
4) Assists in developing and maintaining an effective system of documentation for complaints and/or grievances.
5) Participation on hospital efforts/committees to improve patient satisfaction and the overall Methodist Experience.
6) Maintains confidentiality of all patient, hospital or physician information.
7) Demonstrates respect for patients as unique human beings and does not allow social or ethnic differences to influence patient care or communication.
8) Demonstrates the components of the ICARE values statement.
9) Demonstrates ServicePRIDE Standards.
10) Follows all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards.

EDUCATION REQUIREMENTS
High school diploma with preferably customer service experience.

EXPERIENCE REQUIREMENTS
None

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
None

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
Excellent spoken and written English.
Excellent ability to build and sustain interpersonal relationships.
Good organizational skills.

Has knowledge of and interprets the institution’s philosophy, policies,
procedures and services to patients, their families and visitors. Is able to
serve as a liaison between patient/family members, all hospital departments
and administration. Can act tactfully to identify and resolve problems as
expressed by patients and insures that each patient receives, in a humane
manner, all the services and care to which he/she is entitled.