Patient Relation Representative / Care Coordinator (24-242)

Artesia General Hospital • Artesia, NM

322d

About The Position

The Patient Relation Representative / Care Coordinator works with patients and their families to address concerns or special needs that may arise during their course of treatment within the Outpatient setting. This Patient Relation Representative / Care Coordinator works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience during their time in the organization. The Patient Relation Representative / Care Coordinator works closely with multidisciplinary teams to ensure seamless patient care and improving patient outcomes through early intervention and effective coordination of care.

Requirements

• Preferred Associates Degree in a healthcare-related field. May substitute education with 2 to 3 years of relevant customer service experience per year of education beyond high school.
• Current licensure as a Licensed Practical Nurse (LPN), Certified Medical Assistant (CMA) preferred, or other healthcare related certification/degree.
• Bilingual preferred.
• Previous experience with mobilizing community resources, navigating patients through the healthcare continuum, and working with disparate populations preferred.
• Previous experience with investigation of programs for individuals in need.
• Three years position-related experience in a healthcare-related field.

Responsibilities

• Establishes a rapport with the patient and family to learn what is the most important to them in their hospital/outpatient experience and their preferences.
• Communicates patient information to appropriate department manager, to ensure that complaints/inquiries are followed through to resolution.
• Works in tandem with the Patient Safety/Risk Coordinator to help resolve complaints and patient care issues respectfully.
• Works with individuals or departments to limit or resolve delays in service and communicates delays to patients and families.
• Serves as a primary point of contact, providing assistance, information and support to patients.
• Makes follow up phone calls to discharged patients and solicits feedback about their hospital or outpatient experience to help facilitate patients needs and forward any clinical questions to the appropriate manager.
• Provides comprehensive care coordination and support to outpatient using programs that proactively address healthcare needs, such as SBIRT (Screening Brief Intervention Treatment).
• Uses feedback gathered from families or community resources to generate actionable recommendations for the AGH leaders.
• Escalates family member concerns to the appropriate operational area in a timely and complete manner.
• Triages issues to billing or patient safety/risk to ensure better service to our customers.
• Utilizes performance measurement to improve patient/customer outcomes.
• Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
• Initiates patient or family concern reports, as appropriate, when issues arise.
• Incorporates key concepts into communication with patient and family.
• Consults, collaborates, and cooperates with colleagues, peers, supervisors, and other health care providers in a professional manner to improve the quality, effectiveness and efficiency of patient care, and patient outcomes.
• Provides input into opportunities for system improvements.
• Understands and performs role in emergency situations (i.e.: Disruptive individuals, internal/external disaster).
• Understands and practices regulatory agency standards and department/organization policies/procedures including, but not limited to: OSHA, HIPAA, Infection Control, Environment of Care, National Patient Safety Goals, patient care policies/procedures.
• Meets mandatory department/organization job requirements within established time frames.

What This Job Offers

• Industry: Hospitals
• Education Level: Associate degree