Patient Relations Rep GSHP

About the position

The Patient Relations Representative at Advocate Good Shepherd Hospital is responsible for addressing, coordinating, and referring all patient issues and concerns to ensure resolution. This role involves managing the MIDAS+ patient database to track grievances, complaints, and compliments, while proactively communicating with hospital administrators and staff about patient satisfaction trends. The representative must respond to complex patient complaints, perform multidisciplinary reviews, and recommend resolutions to enhance patient and staff satisfaction while minimizing legal risks. The position requires maintaining confidentiality, working in high-stress environments, and ensuring compliance with patient rights. The representative also serves as a mediator between patients and clinical staff, manages hospital reception desks, and supervises volunteers to uphold customer service standards.

Responsibilities

• Address, coordinate, or refer all patient issues and concerns for resolution.
• Manage MIDAS+ tracking of patient grievances, complaints, and compliments.
• Communicate with administrators and staff about patient satisfaction trends.
• Respond to complex patient complaints and coordinate comprehensive reviews.
• Triage incoming grievances and ensure compliance with CMS requirements.
• Assist with financial transactions and account adjustments.
• Collect and evaluate patient feedback data to implement action plans.
• Establish relationships with patients and families to address concerns.
• Act as a mediator between patients and clinical staff.
• Manage hospital reception desks and ensure a welcoming environment.
• Monitor service recovery budget and dispense tokens of appreciation.
• Round on patients and families to communicate delays and offer comfort.
• Supervise and train volunteers to enhance customer service standards.
• Notify appropriate departments of emergency response needs.
• Utilize computer programs to direct patients and notify departments.
• Interact with diverse customers and accommodate special needs.
• Train staff on interpreting and translation services policy.
• Participate in committees and assist in developing department policies.
• Conduct quality audits to ensure grievance compliance.
• Manage invoices for services and assist patients in understanding their rights.

Requirements

• High school education.
• Experience with volunteer management preferred.
• Experience in hospitality management preferred.
• 2 years experience in direct customer service, preferably in healthcare.
• Knowledge of medical terminology preferred.
• Valid driver's license.
• Basic computer skills and typing speed of 25 words/minute.
• Basic written and verbal communication skills.
• Basic problem-solving and conflict management skills.

Nice-to-haves

• Experience in a healthcare environment.
• Knowledge of medical terminology.

Benefits

• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and 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.
• Educational Assistance Program.