Patient Relations Representative

At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

The Patient Relations Representative serves as a liaison between patients, families, physicians and clinical staff to provide proactive and personalized services to enhance the patient and family experience. Proactively collaborates with leaders and staff to improve patient satisfaction. Proactively obtains resolution of concerns brought forward during daily rounding. Assists patients and families with the completion of the patient satisfaction survey prior to discharge. 

Essential Functions 

• Conducts daily rounds on patients to proactively resolve issues and to assure their experience meets and exceeds expectations. 
• Assists patients and families with the completion of the satisfaction survey prior to discharge. 
• Communicates with patient care team members. 
• Attends the Flash and Interdisciplinary Care Team meetings and actively participates by bringing issues forward for resolution. 
• Make recommendations for improvement based on patient and family feedback. 
• Provide a link between the hospital, patient and families, especially in area of conflict resolution concerning treatment or care. 
• Provide a formal mechanism for the investigation, resolution and recording of a patient complaint. 
• Works a flexible schedule as determined by the CEO, with an emphasis on working during the hours when admissions and visits by family members are most likely to occur. This may entail working non-standard shifts (e.g., 11:00am to 7:30pm) and days (e.g. Tuesday – Saturday) and a schedule that changes based on holidays, etc. 
• Welcomes newly admitted patients and their families to the hospital. 
• Works with the Admission Coordinator to ensure that rooms are prepped and in place, and that the hospital’s external and internal common areas are always tour-ready. 

Knowledge/Skills/Abilities/Expectations 

• Intermediate to advanced knowledge of Microsoft Office (specifically Word and Excel). 
• Demonstrates ability to work well with multiple persons from diverse backgrounds. 
• Demonstrates excellent verbal and non-verbal communication skills, tact, and diplomacy. 
• Good organization skills: values follow through and attention to detail. 
• Must be detailed oriented, efficient, flexible and proactive. 
• Must have good and regular attendance. 
• Must read, write and speak fluent English. 
• Approximate percent of time required to travel; 0% 
• Performs other related duties as assigned.