PATIENT RELATIONS SPECIALIST

PATIENT RELATIONS SPECIALIST

Job Summary

Assists in creating a patient friendly environment, averting problems, solving concerns, and recommending opportunities to the organization to improve patient and visitor experience.

Job Responsibilities

• Serves as the liaison for continuous communication among physicians, hospital staff, patients, families, and visitors.
• Educates and provides information to patients regarding their Emergency Department experience.
• Develops, implements, and / or participates in initiatives and activities designed to measure and promote patient and visitor satisfaction.
• Works to resolve patient concerns; escalates issues to appropriate personnel / departments as necessary to obtain timely and satisfactory resolution.
• Communicates patient experience results and updates on initiatives at staff meetings.
• Facilitates meetings / committees to address concerns related to patient experience.
• Rounds on patients proactively to identify opportunities to enhance patient experience.
• Analyzes complaint data to identify opportunities for improvement and works with appropriate leaders to facilitate change.
• Ensures timeliness of post-discharge calls to strengthen the patient relationship and recognizes opportunities for service recovery.
• Serves the organization and patients / visitors by championing positive change to affect better outcomes.

Qualifications

Skills and Attributes

Physical Demands

Owensboro Health Core Commitments

INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

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