PATIENT REPRESENTATIVE
ATRIUM MEDICAL CENTER
PATIENT REPRESENTATIVE / CONSUMER RELATIONS
FULL TIME / 8A-4:30P
80 HOURS PER PAY PERIOD
The Patient Experience Patient Representative is to serve as a consultant and liaison between patient/family/legal representative, visitors, hospital and medical staff, and health care providers; actively listening to identify problems, seek solutions, and serve as a catalyst for change and performance improvement. The Patient Representative documents complaints and grievances or events identified, and report the findings and/or recommendations to appropriate leadership staff. While maintaining confidentiality, the Patient Representative performs problem solving and patient advocacy duties. The role is highly collaborative, interfaces and partners with all levels of the organization and medical staff, and proactively rounds in support of the patient experience.
Education
Minimum Level of Education Required: Bachelor's degree
Experience
Minimum Level of Experience Required: 1 - 3 years of job-related experience
Preferred experience: Preferred experience – Customer Service
Knowledge/Skills
Outstanding customer service skills with strong verbal and written communication skills
Ability to handle a broad diversity of people from all socioeconomic backgrounds, races and cultures
Ability to exercise sound judgement and critical thinking skills, be action oriented, and service driven
Develop, build and manage relationships and have stress management and leadership skills
Problem solving, complaint resolution, and mediation skills
Computer skills and experience with medical records
Familiar with Medical Terminology
Notary from county of residence required
Able to maintain confidentiality
Full knowledge and understanding of the regulatory requirements for Patient Rights and Responsibilities, the Complaint/Grievance Process, and HIPPA (privacy) to maintain compliance with Center for Medicare and Medicaid Services (CMS), The Joint Commission (TJC), and Ohio Department of Health (ODH)
Prioritize and utilize time effectively