Patient Representative Associate

Patient Relations Representative

At UK King's Daughters, we're not just a healthcare facility we're a family of dedicated professionals who share a passion for making a meaningful difference in the lives of our patients. We're more than just a place to work; we're a place to grow, thrive, and contribute to our community.

Job Summary

Responsible for providing prompt, sensitive, and professional responses to patient and family concerns. Collaborates with patients, families, and healthcare staff to resolve complaints and grievances. Researches and documents service obstacles, proactively developing solutions to enhance patient experience. Supports team members and leaders in demonstrating behaviors that drive optimal business outcomes. Ensures adherence to organizational behavioral standards at all times.

Essential Functions

Provides prompt, sensitive, and professional responses to patient and family complaints and grievances, ensuring communication is clear and understandable.

Offers emotional support to patients and families, maintaining contact until resolution or response is achieved, even after discharge if necessary.

Builds and maintains a network across the organization to assist in resolving patient and family concerns.

Communicates effectively with all levels of staff, including administrators, physicians, nurses, and support personnel.

Rounds on patients and families daily to ensure excellent service and quality care, sharing feedback with team members and leaders.

Reinforces and recognizes behaviors among team members and leaders that drive excellent service and quality care.

Creatively problem-solves with patients, families, and team members to quickly resolve issues or concerns.

Researches and documents obstacles to service delivery, identifies root causes of repetitive problems, and proactively develops solutions.

Ensures compliance with all policies, procedures, standards, regulations, guidelines, and laws related to the management of patient and family complaints and grievances.

Performs other duties as assigned.

Education Requirement

High school diploma or equivalent experience

Experience Requirement

0-2 years of experience in a healthcare, clinical setting, or a relevant area

An equivalent combination of education and experience may be considered.

All experience must be paid and in the same related field.

Part-time and PRN experience will be prorated based on hours worked per week.

Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never

C. Standing or walking with objects up to 10lbs: 3. Intermittent (10% - 50% of the time)

D. Standing or walking with objects up to 25lbs: 2. Occasional (< 10% of the time)

E. Sitting at computer workstation for extended periods: 4. Regular (> 50% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional (< 10% of the time)

G. Repetitive motion: 4. Regular (> 50% of the time)

H. Working at heights above 4 feet: 1. Never

I. Working in confined spaces: 1. Never

J. Risk of injuries from use of equipment on the job: 2. Occasional (< 10% of the time)

K. Job-related travel: 2. Occasional (< 10% of the time)

L. Loud noises: 1. Never

M. Temperature extremes: 1. Never

N. Hazardous chemicals and fumes including waste: 1. Never

O. Radiation: 1. Never

P. Burns: 1. Never

Q. Cuts/Punctures: 2. Occasional (< 10% of the time)

R. Bloodborne/airborne pathogens: 1. Never

S. Recombinant DNA or viral vectors: 1. Never

T. Combative/violent people: 2. Occasional (< 10% of the time)

U. Animal handling (including carcasses): 1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular sitting at a computer workstation for extended periods of time; performing tasks with repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; occasional standing or walking with objects up to 25 pounds; and occasional lifting, pushing, and/or pulling objects up to 50 pounds. It also involves occasional risk of back injury from moving, lifting, or positioning equipment or materials, occasional risk of injuries from use of equipment, occasional exposure to cuts or punctures, and occasional interaction with combative or violent people.

Additional Job Descriptions

N/A

Department: Patient Family Centered Care

Shift: Flex (United States of America)

Time Type: Full time

Address: 2201 Lexington Avenue

City, State: Ashland, Kentucky