Patient Service Representative Jobs

Patient Service Representative

The mission of the Center for Patients and Families is to serve as a liaison between patients, families and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The service coordinator is an integral part of the Center for Patients as they greet and assist patient and families with their needs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responsible for daily coordination of office administrative and personnel support activities (i.e. supply ordering, , check requests, filing, computer/telephone repairs, etc.).
• Maintains department service standards, with particular attention to personal and behavioral standards, staff teamwork and patient-staff interactions guidelines.
• Assists with management of lost belongings, and coordinates the return of found items.
• Greets patients who visit the Bretholtz Center and directs them to the appropriate resources, within the Center or the institution. Assists patients and families with concierge services including hotel accommodations, parking information, use of business center services, etc. As needed, provide coverage for Health Education Library and Family Liaison Services.
• Participates in department Responsible for centralized telephone coverage of the Patient/Family Relations Department and the Bretholtz Center for Patients and Families, primarily calls for patient/family service needs and concerns or complaints. Triages calls to appropriate Department and Center staff. Assures Patient/Family Representatives are immediately contacted for urgent patient/family needs.
• Assists patients, families, staff representatives and other departments in the appropriate coordination of requested hospital support services and activities. Interacts with other hospital services (interpreters, chaplaincy, etc.) on a daily basis.
• Shares responsibility for the coverage of all Center telephones and support functions during operational hours. (i.e. coverage of breaks, lunch, vacation, etc.).
• Provides notarial acts/services for patients and families upon request.
• Assists with the management of the department’s database. Enters and updates data regarding incoming cases, and assigns cases to appropriate Patient Representative as necessary.
• All other duties as assigned.
• Assists with management of patient/family compliments, to include sending commendation letters to staff and acknowledgement letters to patients.
• Logs types of calls/service requests to determine Center utilization and required services.

• Experience in managing multiple tasks and functions at the same time.
• Excellent customer service skills to patients, families, and staff.
• Excellent interpersonal and coping skills with individuals in crisis.
• Excellent telephone and person-to-person skills and ability to provide immediate assistance to a wide range of customers with varying needs and concerns.
• Excellent teamwork and collaboration skills.
• Database development and management skills.