Patient Relations Rep GSHP

Department:

11603 Advocate Good Shepherd Hospital - Patient Relations

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

32

Schedule Details/Additional Information:

This position is 4 days a week, 830a-5p. Rotation of weekends and holidays but very flexible.

Major Responsibilities: Addresses, coordinates, or refers all patient issues and concerns appropriately for the purpose of resolution. Responsible individuals/areas are identified and issues communicated appropriately for investigation and follow up with patients related to the resolution of their concerns and/or next steps in the process of resolution. 1)Manages MIDAS+ (Patient Database) tracking all patient/visitor grievances, complaints and compliments. Proactively communicates with administrators, managers and supervisors advising on patient satisfaction information including identifying trends and key issues. Represents GSHP while working with SRCO and all levels of staff to recommend financial resolution of patient concerns and issues by implementing appropriate service recovery and recognition options. 2)It is the responsibility of this position to carefully respond to identified customer's needs in a timely, efficient and effective manner. 3)This position is exposed to highly confidential patient information. Must work well in extremely high paced and high stress environments. 4)Responds to complex patient complaints and allegations; perform and coordinate comprehensive multidisciplinary reviews; recommend potential resolutions; exercise appropriate judgment in development of responses to complex situations with the goal of maximum patient, customer and staff satisfaction while minimizing medical-legal risks to the medical center. 5)Triage all incoming grievances, complaints and compliments (emails, letters, PES, Midas+ RDE, phone calls[internal/external], walk-ins, and surveys) and resolves immediately or sends acknowledgment letter meeting CMS's requirements thereby always ensuring the patient's rights are upheld. 6)Assists with decision making and coordination of financial transactions such as account adjustments. 7)Collect and evaluate data and implement action plans in response to patient feedback. Reviews system failures experienced by patient, family and/or visitors and provides appropriate recommendations for changes as needed. Provides input and feedback to Department Leadership in order to continually improve customer satisfaction and overall customer service process. 8)Provides the opportunity for our patients and their families to speak with an advocate that is non-biased, empathetic, approachable and efficient. 9)Establish relationships with patients, families and guests in person, via phone, written correspondence and email by listening to their concerns and responding to them in the appropriate manner. 10)Serve as the hospital's designated representative through whom patients may express problems and concerns. Act as a mediator with patients and family members in partnership with clinical staff to diffuse situations that could potentially lead to liability cases. Manage all Hospital Reception Desks during normal business hours. Provide exceptional first and last impressions for every guest. Ensure that the hospital environment is safe, clean, friendly and efficient. 4)The Patient Relations Representative is required to maintain an extensive knowledge of hospital operations, policies and procedures, campus layout, physician and physician office locations, outpatient department locations, patient care area locations/procedures, external resource contact information, telecommunication/information system capabilities, etc.... Serve as a resource person for patients, visitors, associates, and volunteers throughout the hospital to ensure the concepts of "customer service" excellence. 8)Monitor the Service Recovery budget and dispense money, complimentary meals/services or small gifts in order to convey appreciation, regret or sympathy. 9)Round on patients and families in lobby's communicating delays, answering questions, offering items to keep guests comfortable, etc...Provide supervision of communication between department areas and respective waiting rooms. Monitor wait times and notify appropriate staff and/or manager as needed. 10)Supervise, t