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Summary:

The Patient Relations Representative serves as a liaison between patients, families, physicians and clinical staff to provide proactive and personalized services to enhance the patient and family experience. Proactively collaborates with leaders and staff to improve patient satisfaction. Proactively obtains resolution of concerns brought forward during daily rounding.  Assists patients and families with the completion of the patient satisfaction survey prior to discharge.

 

Essential Functions:

 

A:   Job Specific:

 

• Conducts daily rounds on patients to proactively resolve issues and to assure their experience meets and exceeds expectations.
• Assists patients and families with the completion of the satisfaction survey prior to discharge.
• Attends the Interdisciplinary Care Team meetings and actively participates by bringing issues forward for resolution.
• Make recommendations for improvement based on patient and family feedback.
• Provide a link between the hospital, patient and families, especially in area of conflict resolution concerning treatment or care.
• Provide a formal mechanism for the investigation, resolution and recording of a patient complaint.
• Works a flexible schedule as determined by the CEO, with an emphasis on working during the hours when admissions and visits by family members are most likely to occur.  This may entail working non-standard shifts (e.g., 11:00am to 7:30pm) and days (e.g. Tuesday â€

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