Patient Rel Rep

American Addiction Centers•Oshkosh, WI

1d•Hybrid

About The Position

The Patient Relations Representative is responsible for communicating verbally and in writing with patients and families regarding their concerns. This role involves anticipating information needs, identifying patient expectations, and probing for the root of concerns. The representative will resolve problems, prioritize needs based on policies and procedures, and answer inquiries related to operational and substantive matters. Additionally, the role involves analyzing patient experience data to identify trends and support intervention planning, incorporating this data into clinical operations for problem identification. The Patient Relations Representative will also initiate, recommend, and participate in the development of improvement plans to enhance patient outcomes and reduce organizational liability. They will assess data reflective of patient status to create action plans and provide follow-up, document patient concerns, and may independently resolve issues or coordinate resolution with patients, caregivers, and physicians. The role integrates quality and safety in evaluating complaints and ensures leaders are informed of high-risk cases. Compiling documentation, developing recommended responses for quality review, and creating correspondence in response to patient concerns are also key responsibilities. This includes collaborating with physicians on expected plans of care. The representative will communicate and explain various processes affecting patient care, such as billing and coding, and perform word processing tasks. They will act as a resource for caregivers and physicians encountering unique patient circumstances and respond to requests for service recovery remuneration, providing guidance and preparing proposals for committee approval.

Requirements

None Required.
High School Graduate.
Typically requires 3 years of experience in customer service that includes experiences in complaint and conflict resolution, investigating and compiling concerns, and general health care processes and physician practice workflow.
Demonstrates knowledge of complaint and conflict resolution, investigating and compiling concerns, and general health care processes and physician practice workflow.
Excellent communication (oral and written) and interpersonal skills.
Ability to work with a varied population of patients, staff, leadership and physicians.
Proficient computer skills, including the use of Microsoft Office suite (Word, Excel, Access, etc.) or similar products.
Excellent conflict management skills including the ability to diffuse hostile or tense situations.
Excellent problem solving, listening, customer service and organizational skills.
Ability to independently develop correspondence, and independently problem solve.
Ability to assess and interpret data, create action plans, and provide follow-up as described in established policies and procedures.
Ability to effectively manage multiple priorities in a fast paced environment.
Ability to work independently and in a team environment.

Responsibilities

Communicates verbally and in writing with patients and families regarding their concerns.
Anticipates what information will be needed to address their concern.
Identifies patient expectations and probes into the root of the concern.
Resolves problems and prioritizes needs requiring in-depth knowledge of policies and procedures.
Answers, and initiates telephone calls and meets with patients and visitors providing procedural information and answering inquires related to operational and substantive matters.
Analyzes patient experience data, complaints or concerns for trends and events to support measurements and intervention planning.
Incorporates data into clinical operations problem/diagnosis identification.
Initiates, recommends and/or participates in the development of improvement plans that include interventions and learnings designed to enhance patient outcome and reduce organizational liability.
Assesses data reflective of patient status to create action plans and provide appropriate follow-up based on department's policies and procedures.
Documents patient concerns and complaints.
May independently resolve the patient concern or will coordinate resolution by working closely with patients, caregivers and physicians.
Integrates quality and safety in evaluating patient complaints in attaining expected outcomes.
Ensures that operational leaders and risk management are informed of high exposure or risk cases.
Compiles documentation, develops and presents recommended responses for quality review.
Develops correspondence in response to patient concerns and complaints, anticipating committee findings.
Communicates and explains various basic to complex processes that affect patient care, such as billing, coding, medical practices, etc.
Performs a variety of moderately complex word processing such as creating/drafting correspondence, memos, and documents from rough draft, under verbal instruction, or independently.
Makes decisions on format and layout and edits for accuracy and consistency of data.
Acts as a resource for caregivers and physicians who are encountering unique patient circumstances.
Responds to staff requests for service recovery remuneration for patient issues/concerns, provides guidance, reviews situation and uses discretion to prepare proposal for quality review committee consideration and approval.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program