JOB SUMMARY

The Patient Representative will assist patients in obtaining services, understanding policies, advocate, and function as a liaison from healthcare staff to patient.

The Patient Representative will assist patients and staff to promote seamless transition for patients through serving as a patient resource while in the hospital for services.

JOB QUALIFICATIONS

REQUIRED EDUCATION: Associate Degree Required, as well as, more than two years of related experience.

REQUIRED JOB KNOWLEDGE AND SKILLS : Able to communicate verbally and in writing. Must be proficient in the operation of computers and computer programs. Must be able to use a variety of communication devices such as phones, cell phones, paging systems. Must be able to use office equipment normally found in the clinical areas. Must have basic knowledge of medical terminology. Must be familiar with the functioning of other departments to process orders and patient care needs.

JOB DEMANDS

1. Works flexible hours.
2. Accepts change as position grows with the progress of the practice.
3. Works as a team member and independently.
4. Ability to maintain patient confidentiality.
5. Is responsive and accepts responsibility and accountability.
   
   ESSENTIAL JOB FUNCTIONS

1. Knows and adheres to all Memorial Hospital Sweetwater County policies.
2. Demonstrates respect, trust, safety, confidentiality, and cooperation with partners in healthcare.
3. Promotes Memorial Hospital Sweetwater County with a positive personal image to all visitors, patients, and employees.
4. Displays exceptional customer service standards.
5. Performs other duties as may be assigned by Administration
6. Coordinates communication with patients, family members, and staff. Interviews patients or their representatives to enhance communication, identifying and assisting with concern resolution in the moment.
7. Maintains knowledge of community services and resources available to patients. Refers patients to appropriate health care services or resources.
8. Investigates and directs patient inquiries and complaints to appropriate staff members and follows up to ensure satisfactory resolution. Explains processes and timing of services to patients.
9. Duties include: walking patient’s to their transportation upon discharge, speaking with family/POA/next of kin via phone call or in person, arrange ZOOM for communication, or any patient-centered, non-clinical task that is requested.
10. Identifies concerns and makes recommendations for changes (non-clinical) when appropriate.
11. Collects and reports data on topics such as patient encounters and inter-institutional issues identified, making recommendations when appropriate.
12. Reads literature, talks with colleagues, continues education, and participation in professional organizations as appropriate.

MARGINAL JOB FUNCTIONS

1. May include functions that present on a day-to-day basis.
2. Special projects as request by Administration. May be asked to participate on hospital teams, committees, or projects.
3. Evaluates unit documentation, verifies completion, creates reports and submits reports to Department Director, Administration, and Health Information Management.