Representative, Patient Relations
AHMC Healthcare•Whittier, CA
2d
About The Position
The Patient Relations Representative will assist non-English speaking patients during their stay at Whittier Hospital Medical Center. The Patient Relations Representative will provide cultural, social service support and assistance to help meet the needs of patients and act as a liaison between departments and physicians to ensure that the patients needs are met during their hospital stay.
Requirements
- College degree preferred
- Minimum three (3) years experience in social services in a health care setting preferred.
- Minimum two (2) years experience in mental health training preferred.
- Bilingual required, English, prefer Chinese and/or Cantonese
- N/A
Responsibilities
- Conducts face to face Asian patient interviews, questionnaires/surveys.
- Functions as an integral part of the patient's grievance mechanism for problems concerning patient care services.
- Advises Asian patients regarding hospital's policies and procedures.
- Prepares and analyzes a monthly inpatient/outpatient satisfaction survey report.
- Participates in appropriate community activities.
- Presents self and hospital in a professional manner.
- Greeting patients and visitors with a smile and attentive manner.
- Responds to referrals from patients, families, staff and physicians, interviews individuals who request/need service, investigates and documents results of each.
- Follow through with complaints regarding hospital staff, medical staff and other patients and visitors.
- Responsible for the timely resolution of Asian patient problems and for assuring Asian patient/guest satisfaction to the extent possible, given the parameters of the hospital policies and procedures.
- Explains hospital policies, procedures, and routines applicable to individual patients and their families.
- Must be able to speak/read/write Chinese language and translate documents.
- Evaluate the level of patient satisfaction with respect to their hospital experience and provides Administration, department managers and the Medical Staff with the results of such data.
- Acts as the hospital liaison between hospital and community in order to weave the hospital into the fabric of the community at the request of Administration.
- Communicate effectively verbally to ensure understanding.
- Leads through listening, questioning, etc.
- Exhibits willingness to resolve problems as they arise.
- Consistently projects positive professional image through appearance and behavior.
- Completes assigned work on time.
- Has read, understands, signed and conducts self in accordance with the Standards of Conduct.
- Demonstrates the philosophy of team concept.
- Participates in group projects and staff meetings.
