Patient Relations Representative

A patient relations representative acts as a liaison between patients, their families, and a healthcare organization, primarily responsible for addressing patient concerns, questions, and complaints, ensuring a positive patient experience by effectively communicating issues to relevant staff and facilitating solutions while upholding patient confidentiality and advocating for patient-centered care. Key responsibilities may include:

• Patient interaction:Greeting patients, answering inquiries about services, procedures, and billing, and providing general information regarding the healthcare facility.
• Complaint management:Receiving and documenting patient complaints, concerns, and feedback, investigating issues, and working to resolve them in a timely manner.
• Communication:Relaying patient concerns to appropriate healthcare providers, staff members, and department heads, ensuring proper follow-up and updates.
• Patient advocacy:Acting as a patient advocate by understanding their needs and ensuring their concerns are heard and addressed appropriately.
• Patient education:Providing patients with relevant information regarding their treatment plan, medication instructions, and post-care procedures.
• Documentation:Maintaining accurate records of patient interactions, complaints, and resolutions in accordance with HIPAA regulations.
• Quality improvement:Identifying trends in patient feedback and suggesting improvements to patient care processes and service delivery.

Required skills and qualifications:

• Bi-lingual skills in Spanish preferred
• Excellent communication and interpersonal skills to effectively interact with patients, families, and staff from diverse backgrounds.
• Strong listening and problem-solving abilities to understand patient concerns and find suitable solutions
• Empathy and compassion to connect with patients and understand their perspectives
• Knowledge of healthcare practices, procedures, and medical terminology
• Ability to remain calm and professional under pressure when handling complex or sensitive situations
• Proficiency in relevant software for patient records and documentation