Patient Relations Assistant, PRN, Varied Shifts

UC Health•West Chester, OH

5d•Onsite

About The Position

The Patient Relations Assistant helps foster a safe, pleasant, and positive atmosphere in assigned hospital locations and facilitates information flow between patients, families, and hospital staff. The role identifies and addresses visitor information needs in a service-oriented manner, supports patient visitation, and serves as a liaison between visitors and the healthcare team. The position also helps promote safety, maintain waiting areas, respond to inquiries, and support communication and service recovery.

Requirements

Diploma or GED.
1–2 years of equivalent experience.
BLS certification.
Excellent interpersonal skills.
Excellent telephone skills.
Ability to look up patient information and department details in an electronic medical record.

Nice To Haves

Associate's degree.

Responsibilities

Greet visitors and provide courteous, empathetic assistance, including identifying needs and offering comfort while they wait.
Round regularly inside and outside the hospital and enforce organizational policies and standards to promote safety.
Manage lobby and waiting areas by identifying safety concerns and potential risks and maintaining hospital standards.
Coordinate patient visits with nursing and social work staff and communicate family needs and concerns to staff.
Maintain patient census and visitor logs, facilitate visitation, and escort visitors to patient care areas, departments, and appointments.
Respond to inquiries, service requests, patient complaints, and service recovery needs.
Respond to outside calls regarding patient condition and location.
Maintain the confidentiality of patient information.
Build positive relationships with associates, management, and healthcare providers through respect, flexibility, and cooperation.
Use available resources to achieve positive outcomes.
Help interpret policies and procedures for staff, patients, families, community agencies, and the public.
Assist with training volunteers.
Provide information and directions to visitors and vendors for inpatient and outpatient departments.
Answer telephone calls using the approved greeting script.
Look up patient information and department details in the electronic medical record.
Attend required staff meetings, mandatory in-services, and training sessions.
Complete statistics and mandatory tests and maintain effective communication with team members.
Identify the special needs and behaviors of specific patient age groups.