PATIENT RELATIONS

Patient Relations

Job Category | Patient Services

Position Type | Full-Time

FLSA | Non-Exempt

Risk Exposure | Medium

Location | West Palm Beach, FL

Immediate Supervisor | Clinical Director

POSITION FUNCTION/OVERVIEW:

This position is responsible for providing ongoing professional, technical and clinical expertise/support with a focus on coordination of care and individual patient needs. The Patient Relations role is a vital part of the treatment team whose overall objective is to enhance the quality of patient management, treatment and satisfaction, helping them to maximize their treatment efficacy and experience. The overall goal of this position is to enhance the quality of patient care and satisfaction by promoting continuity of care and providing support to meet individual needs throughout their stay.

PRIMARY DUTIES/RESPONSIBILITIES:

• Promote the mission, values and vision of the organization.
• Provide excellent customer service for patients; practices confidentiality and privacy protocols in accordance with HIPAA requirements.
• Orientate new patients to facility policies and procedures, introduction to clinical staff, program rules, facility tour.
• When available, greet every new patient, family member or support at time of admission to build relationships and appropriately welcome, comfort, educate and encourage those we serve.
• Assist patients in navigating facility resources throughout their stay (Cigarette orders, Catering requests, Medication times, etc).
• Troubleshoot and collaborate with conducting fair, effective and efficient investigations into patient concerns by analyzing information, and determining the appropriate response/solution.
• Create healthy boundaries that instill accountability with motivating and maintaining group attendance within the treatment milieu.
• Enhance the therapeutic environment by being a point of contact and support system to departments by determining the appropriateness for follow through, and assist with meeting patient needs, and addressing concerns to help alleviate pressure and minimize distraction.
• Assesses data from patient relation issues to identify areas of concern, trends, within departments. Recommend proactive solutions to positively impact the environment.
• Play a key role in maintaining a high level of patient satisfaction by providing exceptional customer service and in addressing patient concerns.
• Assist case management team by providing assistance needed in meeting patient legal obligations such as: court dates, community service, probation, court ordered classes, obtaining driver's licenses, proper identification, etc.
• Work collaboratively with the clinical treatment team to guide, assist and motivate their patients to achieve their goals as determined by the treatment plan.
• Assist clinical, and PCA teams with de-escalation and intervention of behaviors/AMA Risks.
• Support the PCA team by assisting with observation of rounds, necessary random searches, intakes, discharges, and other duties as assigned.
• Collaborate with the clinical team to evaluate and identify peer leadership within the community, assisting to maintain boundaries, accountability and understanding the benefits of peer leader role.
• Performs other duties as assigned.

QUALIFICATIONS REQUIRED:

• High School Diploma or GED equivalent with combination of education and work experience, required.
• Must comply with the minimum DCF requirements for staff with patient contact.
• Knowledgeable in the field of Substance Abuse treatment.
• Relevant computer software and hardware applications proficiency Word, Excel, PowerPoint, Outlook, Electronic Medical Records, Billing Systems and/or other scheduling applications; KIPU preferred.

SKILLS:

• Strong communication skills, both written and verbal.
• Ability to work independently, as well as part of a team.
• Manage multiple tasks and set priorities.
• Ability to handle highly sensitive and confidential information.
• Ability to work in a fast-paced, high-energy environment.
• Excellent interpersonal and customer-facing skills.
• Ability to work accurately, with attention to detail.