What are the responsibilities and job description for the Patient Relations Representative position at St. Barnabas?
PRINCIPAL MISSION:
Under the supervision of the Director of Patient Relations, the Patient Representative will be self-directed to serve the patient and/or their family members in the inpatient and outpatient setting. This position will communicate with patients by assuring that their complaints are heard, documented and investigated, in a timely manner.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The candidate will provide optimum communication with other services to promote a team approach to patient care, while representing the hospital in a professional manner. A Patient Representative will assist getting information, clarifying choices and advocate choices for the patient when deemed appropriate.
Requirements:1. Promote a safe, cooperative and professional health care environment to ensure optimum patient care (as per HR Policy 113c).
2. Adheres to all hospital policies, procedures, rules and regulations, including but not limited to, absenteeism, ETIME, cellular telephone usage, dress code and rules of conduct.
3. Makes Customer Service a priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact. Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely fashion.
4. Demonstrates the standards of performance and behaviors consistent with the DRIVE to Patient-Centered Excellence.
5. Excellent communication skills, keeping excellent documentation related to complaints and/or grievances received either in person, on the telephone or by email.
6. Maintain logs for accuracy and compliance.
7. Assists in retrieving and location of property when needed.
8. They evaluate patient satisfaction, investigate complaints, collect information about patient dissatisfaction, and work with departments to resolve patient problems.
9. Patient Representatives work in health care settings to address the concerns and special needs of patients and their families.
10. Work to resolve problems and diffuse situations before they get out of hand. Speak with patients and family and answers questions without violating HIPAA.
11. Works with other departments to investigate complaints and follows up with appropriate responses and documentation
