Patient Relations Assistant, PRN, Varied Shifts

UC Health•West Chester Township, OH

6d•Onsite

About The Position

The Patient Relations Assistant fosters a safe, pleasant, and positive atmosphere in assigned hospital locations and helps facilitate communication among patients, families, visitors, and hospital staff. The role identifies and meets visitor information needs in a service-oriented manner, provides information and directions for inpatient and outpatient departments, and escorts visitors to departments and appointments. The assistant supports patient visitation and waiting-area operations, responds to inquiries and concerns, helps with service recovery, and maintains confidentiality of patient information. The position also includes attending required meetings and training, completing statistics and mandatory tests, communicating with team members, and helping train volunteers.

Requirements

Diploma or GED.
BLS certification.
One to two years of equivalent experience.
Excellent interpersonal skills.
Excellent telephone skills.
Ability to look up patient information and departments in an electronic medical record.

Nice To Haves

Associate's degree.

Responsibilities

Greet visitors and provide courteous, empathetic assistance, identifying their needs and offering comfort while they wait.
Round regularly inside and outside the hospital and enforce organizational policies and standards to promote safety.
Manage lobbies and waiting areas, identify safety concerns and risks, and maintain the areas according to hospital policies.
Coordinate patient visits with nursing and social work staff; serve as a liaison between visitors and the healthcare team; communicate family needs and concerns; and facilitate communication between lobby and treatment areas.
Maintain patient census and visitor logs, facilitate visitation, and escort visitors into patient care areas and to departments or appointments.
Respond to inquiries and requests for services, address patient complaints, and assist with service recovery.
Respond to outside calls about patient condition and location.
Maintain confidentiality of patient information.
Build positive relationships with associates, management, and healthcare providers while demonstrating 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 in training volunteers.
Provide information and directions to visitors and vendors for inpatient and outpatient departments.
Answer telephone calls using the approved greeting script and look up patient and department information 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.