Patient Representative

Purpose of Position : Under direction, serves as a representative of the health care setting administration, providing a centralized complaint mechanism for patients, families and visitors to facilitate successful resolution of problems. Provides effective patient-centered representation and advocacy to minimize the risk of health hazards to the patient and health care setting, focusing on potential problem areas and liabilities. Ensures optimal utilization of resources and compliance with applicable local, state, and federal rules and regulations. Examples Of Typical Tasks Familiarizes patients, family members, caregivers and/or visitors with the purpose and philosophy of the health care setting and the patient representative program, and interprets and clarifies policies and procedures. Effectively communicates and demonstrates the System’s acknowledgement and awareness of diverse health-related needs and concerns to patients, family members, caregivers, staff and the community. Assures appropriate and timely responsiveness of the health care setting in meeting patient needs. Obtains information on patient’s feelings and concerns through conducting interviews with patients, family members and/or caregivers, reviewing documentation, staff referrals and other applicable information. Documents complaints, requests and compliments concerning the health care setting, its staff and services. Analyzes and evaluates data to determine appropriate actions and refers to appropriate staff member, supervisor and/or agency for resolution. Consults with appropriate clinical and non‑clinical staff, external authorities and agencies as part of the resolution process to ascertain and facilitate effective and efficient resolution of patient problems, while keeping patients fully informed of complaint status. Attends staff meetings to discuss and elevate matters concerning patient service, care and/or satisfaction and recommends improvements, remedial or corrective actions to avoid recurring patient complaints and improve patient experience. Prepares reports and participates in special studies, conducts research, as necessary, in connection with functional responsibilities. Provides and/or facilitates access to interpretation services, when needed to effectively convey information. May expedite the appropriate and secure delivery of patient medical information to legal staff, insurance carriers and physicians. May facilitate communication with appropriate health care setting departments, insurance carriers or other agencies regarding billing issues and concerns and take corrective action, where possible. Performs other related duties, as directed. Minimum Qualifications Master’s degree from an accredited college or university in Public Health, Public Administration, Hospital Administration, Business Administration or in a health care specialization or related discipline. Bachelor’s degree from an accredited college or university in fields as described above or in social sciences; and one year of paid, full‑time responsible experience in an administrative, supervisory or consultative capacity performing functions related to the coordination and delivery of patient care services or similar functions in a hospital or a health care setting. A satisfactory equivalent of education, training and/or experience. #J-18808-Ljbffr