Patient Relations Representative

Northside Hospital Inc. • Cumming, GA

3d

About The Position

The Patient Relations Representative processes complaints and concerns raised by patients, families, and visitors. The representative serves as the organization’s initial contact during the grievance process, identifies options for resolution, and intervenes directly in staff, patient, and family conflicts. The role also serves as an internal and external resource for referrals that meet customers’ needs and recommends process improvements to increase patient satisfaction.

The position involves direct contact with patients of all ages, families, and visitors to provide emotional support and assistance with hospital grievances. It requires courtesy and patience when communicating with patients, families, and others to maintain positive public relations. Work hours vary; weekend and on-call work are not required.

Requirements

• High school diploma or equivalent education (GED), or post-secondary education.
• Two years of experience in an occupation requiring advocacy, public relations, customer service, or work in a medical setting.
• Ability to type a minimum of 30 words per minute.

Nice To Haves

• Associate, bachelor’s, or master’s degree in social science, business administration, health administration, education, or a related field.
• Demonstrated knowledge and skill with Microsoft Office applications, specifically Microsoft Word, Microsoft Excel, and Microsoft Teams.
• Functional knowledge of patient registration, electronic health records, and other patient information software or applications.
• Bilingual ability; Spanish is preferred.
• Strong interpersonal, organizational, and customer service skills.
• Excellent written and oral communication skills.
• Strong problem-solving skills and ability to work independently.

Responsibilities

• Process complaints and concerns brought forward by patients, families, and visitors.
• Serve as the organization’s initial representative during the grievance process and identify options for resolution.
• Provide direct intervention in staff, patient, and family conflicts.
• Act as an internal and external referral resource to help meet customers’ needs.
• Recommend process improvements on behalf of customers to increase patient satisfaction.
• Maintain direct contact with patients of all ages, families, and visitors to provide emotional support and assistance with hospital grievances.
• Communicate with courtesy and patience to maintain sound public relations.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED