Job Summary:

The Patient Representative will assist patients in obtaining services, understanding policies, and making health care decisions.

Supervisory Responsibilities:

• Provides consultation and training to volunteers and staff on topics such as guest relations, patients rights, and medical issues.

Duties/Responsibilities:

• Coordinates communication with patients, family members, medical and administrative staff, and regulatory agencies. Interviews patients or their representatives to identify problems relating to care. Maintains knowledge of community services and resources available to patients. Refers patients to appropriate health care services or resources.
• Investigates and directs patient inquiries and complaints to appropriate medical staff members and follows up to ensure satisfactory resolution. Explains policies, procedures, and services to patients using medical or administrative knowledge.
• Collects and reports data on topics such as patient encounters and inter-institutional problems and makes recommendations for changes when appropriate.
• Reads literature, talks with colleagues, continues education, and participates in professional organizations or conferences to keep abreast of developments in the field. Identifies and shares research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. Develops and distributes newsletters, brochures, and other printed materials to share information with patients and medical staff.
• Analyzes patients abilities to pay to determine charges on a sliding scale.
• Teaches patients to use home health care equipment.

Required Skills/Abilities:

• Basic knowledge of medical terminology.
• Excellent active listening skills and a strong service orientation.

Education and Experience:

• Associates required, Bachelors degree preferred.
• More than three years of related experience required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.