Patient Representative

The Patient Representative serves as the primary point of contact for patient and family complaints/grievances and facilitates immediate service recovery or appropriate and timely follow up. This role coordinates the patient/family complaint/grievance process, analyzes and communicates trends to leaders, and assures compliance with state and federal regulations regarding patient complaints/grievances.
Essential Job Functions

Title and Description

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PtR - Customer Concerns

Receives, investigates, and resolves care-related customer concerns and complaints. Refers appropriate concerns to coding or business office as needed.

PtR - Analysis

Tracks and analyzes all documented care-related concerns.

PtR - Collaboration

Collaborates with leaders and staff on patient issues and follow up. Keeps stakeholders informed of risks and follows through on completed cases that may have organizational liability.

PtR - Education

Educates and coaches staff on communication skills and how to effectively defuse a complaint. Meets with Medical Directors regarding provider issues as they arise.

PtR - Policies

Responds to questions about care-related policies, procedures and programs.

Other Duties

Performs other duties as assigned or needed to meet the needs of the department/organization.

Education & Experience

Degree/Diploma

Program of Study

Required/Preferred

Bachelor's

Healthcare

Preferred

Associate's

Healthcare

Experience

Experience

Required/Preferred

Or

An equivalent combination of education and experience

Required

Knowledge & Skills

Title

Required/Preferred

Demonstrates excellent customer service skills.

Required

Demonstrates the ability to effectively communicate both verbally and in written format.

Required

Demonstrates the ability to resolve conflicts and foster/build relationships with stakeholders.

Required