Patient Relations Representative
hace 11 meses
New York
Job DescriptionDescription: 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., • 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