Job Description

Patient Relations Representative - Emergency Department
Job CategoryProfessional
ScheduleFull time
Shift2 - Mid Shift

SUMMARY:
Serves as liaison between patients and families with hospital staff, physicians and community resources.  Acts as facilitator in waiting areas and treatment areas of hospital for the benefit of family/friends of patients.  Resolves or assists in timely and appropriate resolution of patient and visitor complaints and assists with paperwork to facilitate timely resolution of visits.  Acts as a resource specialist for patient care staff.

ESSENTIAL FUNCTIONS:

Establishes and maintains satisfactory customer and public relations, through direct or delegated contacts with representative individuals or groups; serves to provide both front and back end resolution for all issues that may arise during a patient’s visit.

Communicates and interprets patient/family needs and problems to care team.  

Establishes and maintains communication between nursing unit and ancillary departments for the purpose of problem solving; resolves unusual or non-routine inquiries to ensure customer satisfaction.

Encourages understanding and adherence by both staff and patients to hospital philosophy on patient’s rights and responsibilities.

Acts as liaison with nursing/medical staff and community agencies to facilitate problem solving and coordinate services.  

Acts as an educational resource on a variety of topics; facilitates with paperwork and resources as needed.

Investigates patient complaints with recommendations for resolution.

Serves as designated liaison representative between patients and hospital, through whom patients may voice their problems and concerns.

Visits customers within assigned territory, and handles engineering or servicing problems.

Intervenes in emotional crisis situations as they involve patient, families of patients, or nursing personnel.

Coordinates education to facilitate patient communication such as with the use of the Cyracom system.

Collaborates with the legal department for assistance with regulations and best practices so as to mitigate risk for TMCH.

Prepares rooms and coordinates patient rooming. 

Directs night transfers to assist with ED work flow.

Adheres to and supports team members in exhibiting TMCH values of integrity, community, compassion, and dedication. 

Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  Associate's degree or equivalent from two-year college or technical school, or an equivalent combination of relevant education and experience

EXPERIENCE:  One (1) year of customer service experience preferably in an acute care setting.

LICENSURE OR CERTIFICATION: Cardio Pulmonary Resuscitation (CPR). Department specific: Valid fingerprint clearance card and Crisis Prevention Instruction (CPI) required.

KNOWLEDGE, SKILLS AND ABILITIES

  • Knowledge of customer interaction best practices.

  • Skill in communicating to patients, families and hospital staff to facilitate problem solving.

  • Skill in effectively running community and grant programs.

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

  • Strong knowledge of community resources including mental health resources.

  • Knowledge of TMC departmental practices and procedures.

  • Ability to write reports, business correspondence, and procedure manuals.

  • Ability to effectively present information and respond to inquiries or complaints from employees, patients and/or their representatives, and the general public.

  • Ability to add and subtract two-digit numbers; ability to read a clock and accurately document time.

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Application Instructions

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