Patient Relations Representative
Summary
Handles patient and family concerns, resolves grievances, and improves processes in a healthcare setting using customer service and communication skills.
Overview
Northside Hospital is award-winning, state-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for the best healthcare professionals in Atlanta and beyond. Discover all the possibilities of a career at Northside today.
Responsibilities
Processes complaints and concerns brought forward by patients, families and visitors. Serves as the initial representative for the organization during the grievance process and identifies options for resolution. Provides direct intervention with staff/patient/family conflict; acts as internal and external resource for referrals to meet customer’s needs. Makes recommendations for process improvement on behalf of customers to increase the level of patient satisfaction. Maintains direct contact with patients of all ages, families, and visitors to provide emotional support, assistance, and the hospital grievances. The duties of this position require the exercise of courtesy and patience in speaking with patients, families, and others to maintain sound public relations.
Schedule: As needed basis
Qualifications
REQUIRED
- High School diploma or equivalent education (GED) or post-secondary education
- Two (2) years of experience in an occupation requiring advocacy, public relations, customer service, or in a medical setting
- Ability to type a minimum of 30 words per minute
PREFERRED
- Associates, Bachelors or Master’s Degree in Social Science, Business Administration, Health Administration, Education or related field
- Demonstrated knowledge and skill with the Microsoft Office Suite application (specifically Microsoft Word, Microsoft Excel and Microsoft Teams)
- Functional knowledge of patient registration, electronic health record and other patient information software/applications
- Bilingual (Spanish preferred)
- Strong interpersonal, organizational, and customer service skills
- Excellent written and oral communication skills
- Strong problem-solving skills and ability to work independently