Patient Relations Representative (FLEXI)

##### **Summary** ##### The Patient Relations Representative (PRR) serves as a highly visible member of the Patient Experience Team to cover the experience needs of patients, families, staff and physicians for the day hours. The PRR has a primary focus of Guest Relations and staff support duties as they pertain to the Patent Experience in the Emergency Department as well as the overall hospital. The PRR is responsible to provide accurate data collection and complaint follow up during their work hours. The PRR interacts with visitors, patients' families, staff and physicians by ascertaining their needs and supporting/directing them accordingly. ##### **Essential Duties and Responsibilities** ##### These duties and responsibilities described below represent the general tasks performed on a daily basis; other tasks may be assigned: * ##### Responsible for assisting with patient concerns in the ED and acute care areas, as well as concerns that arrive either online or by phone. Listens, evaluates, and diffuses situations. * ##### Retains accurate information when hearing a complaint. * ##### Directs patient concerns to the appropriate department. * ##### Ability to make decisions with confidence regarding case sensitive issues. * ##### Makes every reasonable attempt to satisfactorily resolve the patient concern. * ##### Able to determine when supervisory input is necessary in decision making. * ##### Works independently within the hours assigned. Makes autonomous decisions based on standards and policy. * ##### Provides advocate support for issues as part of the Patient Experience Team. * ##### Capable of being an expert for the NRC Satisfaction Survey system to teach and support managers and educate staff. * ##### Demonstrates a commitment to flexible work scheduling when necessary to ensure excellent patient experience. * ##### Maintain confidentiality within and outside the department at all times. * ##### Ability to prioritize workload and ensure back-up coverage, if needed. * ##### Participates as the primary contact for the Patient Experience hotline. * ##### Is willing to perform other appropriate duties as the job necessitates. * ##### Attempts to resolve all concerns prior to patient's discharge when applicable. * ##### Assures other departments are notified of discharge needs that patient voices as a concern. * ##### Attend required hospital-wide orientations, meetings, and in-services. * ##### Proficient computer skills required. Microsoft Office, Excel, and RL6 database preferred. * ##### Addresses walk-in visits from patients and their families. * ##### Responds to calls regarding patient/families that present to Administration or facility entrance desks per the protocol that is in place for response time and action. * ##### Keeps Patient Experience Director and team members informed of pertinent circumstances. * ##### Answers the telephone in a courteous manner. * ##### Screens calls tactfully and triages messages according to the degree of urgency. * ##### Checks voice mail as requested and relays information to Patient Experience team members as appropriate. * ##### May assist to prepare accurate monthly, quarterly, and yearly reports of patient concerns/grievances for Patient Experience Team, Managers, and Senior leadership. * ##### Is part of the Patient Experience Team and will participate in the patient experience improvement projects when requested by supervisor. * ##### Provides support to families, physicians, and hospital staff. * ##### Uses negotiation skills to reasonably respond to customer demands. * ##### Maintains courteous composure and decisiveness in an effort to diffuse angry, aggressive patients, families, and visitors. * ##### Exhibits excellent customer services to patients, visitors, physicians, and co-workers. * ##### Shows courtesy, compassion and respect to others in adherence to the hospital policy for promoting a positive work and customer environment. * ##### Maintains excellent relations with nurses, physician staff, and other hospital personnel through frequent contact and interactions. * ##### Assists with educating new employees in techniques to provide quality customer service, service recovery. * ##### Enter patient concerns received from phone, in person or electronically into system database. * ##### Additional duties as assigned. ##### **Supervisory Responsibilities** ##### None ##### **Accountability Responsibilities** ##### **Reports to:** Director Patient Experience ##### **Responsibilities:** As noted in this document and is accountable for the advocacy and support of Patient Experience, and Patient Satisfaction in acute care areas and the Emergency Department. ##### **Qualifications** ##### To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ##### **Education and Experience** * ##### Minimum Required Education: High school diploma and 3 years work experience in a customer service capacity. * ##### Exhibits unique skills acquired through training or education, and life experience, for the health care setting. * ##### Applicants should have experience in all of the following: * * * ##### Public contact in a service organization, preferably health care * ##### Education in Ethical Resolution a plus * ##### Computer data entry under a Windows Operating System