2 Patient Relations Spec Jobs in Ridge, IL

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Patient Relations Spec

Advocate Aurora

Ridge, IL | Part Time

$75k-100k (estimate)

3 Months Ago

Patient Relations Specialist- PRN

Advocate Aurora

Ridge, IL | Part Time

$51k-70k (estimate)

3 Weeks Ago

Patient Relations Spec

$75k-100k (estimate)

Part Time 3 Months Ago

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Advocate Aurora is Hiring a Patient Relations Spec Near Ridge, IL

Major Responsibilities:

Addresses, coordinates, or refers all patient issues and concerns appropriately for the purpose of resolution. Responsible individuals/areas are identified and issues communicated appropriately for investigation and follow up with patients related to the resolution of their concerns and/or next steps in the process of resolution.
- 6)Recommends educational programs and training sessions to areas as needs are identified.
- 7)Models customer-focused behavior in all interactions.
- 8)Assists in the development of policies and procedures related to patient relations function.
- 9)Represents ALGH administration in resolution of complaints process and negotiates financial resolution of patients' concerns/issues related to lost belongings.
- 10)Facilitates and supports those areas investigating the loss of missing patient articles and in consultation with the manager, determines a financial resolution as necessary after investigation. Facilitate the financial replacement for lost belongings as appropriate.
- 1)Triage all incoming concerns (phone, walk-in, survey, and staff) to the appropriate department for a response and/or resolution.
- 2)Proactively communicates with administrators, managers, and supervisors advising on patient satisfaction information.
- 3)Manages the patient relations database, entering issues and running reports.
- 4)Coordinates the flow and distribution of information via reports to the ALGH Executive Committee, Administration, and department managers on a quarterly basis or as requested.
- 5)Assists departments in recognizing trends and working on process improvement plans to eliminate areas of customer dissatisfaction, and sits on performance-improvement teams as necessary.
Interpretive Support Receives requests for interpreter assistance for non-English-speaking patients and coordinates contracted language or telecommunication interpreting services for requesting areas.
- 1)Creates and monitors reports to determine usage rates, trends, and volumes in ALGH language interpretation
- 2)Assists as needed in filling requests for various patients/situations within the appropriate timeframes.
- 3)Oversees the usage of contracted language interpretation services for ALGH.
- 4)Institutes diplomatic process for collaboration, feedback, and communication with all hospital staff and enables and encourages comprehension of the importance of meeting patients' and families' needs through voice provided.
- 5)Interacts sensitively with diverse population and exhibits empathy toward individuals in all situations.
- 6)Participates in annual evaluation of interpreter services.
Interpretive Support Receives requests for sign language interpreting/deaf services and coordinates assignment with independent contractors, interpreters, and requesting area.
- 1)Collaborate with administrative coordinators to provide coverage 24 hours/day to schedule interpreters for emergent needs.
- 2)Maintains an up-to-date list of qualified sign-language interpreters/independent contractors.
- 3)Schedules interpreters as needed by patients and medical staff for communication related to care or for care conferences.
- 4)Monitors billing from sign-language interpreters and authorizes payment of invoices. Provides copies to the manager for expense tracking.
- 5)Maintains inventory and directs the delivery and training for TTD/TTY phones for patients' use in hospital.
- 6)Maintains database on interpreters needed to track costs and usage.
Responsible for ongoing education and development
- 1)Participates in educational offerings and completes annual safety requirements.
- 2)Incorporates new skills into daily job accountabilities.
- 3)Maintains confidentiality and respects right to privacy.
- 4)Identifies and communicates quality, risk, and patient safety issues and opportunities to the manager.
- 1)Receives invoices, creates Accounts Payable vouchers, make copies and sends originals to Manager for approval.
- 2)Is sensitive to and stays within the boundaries of the annual budget by keeping requests for spending to a minimum.

Education/Experience Required:

Bachelors degree or equivalent. 2 years experience in healthcare field or customer service experience in another industry.

Knowledge, Skills & Abilities Required:

Typing 35 wpm preferred. Basic Computer skills Excellent communication skills. Excellent telephone manners
•None required

Physicial Requirements and Working Conditions:

Able to handle multiple complex tasks due to turnaround times in getting interpreters/translators and issues resolved for patients. Calm presentation for high, constant public contact and able to deal with irate patients. Must be flexible with time; to ensure 24/7 coverage with page in collaboration with Administrative Coordinator. Resiliency and flexibility to work within a rapidly changing environment. Expertise in relationship building.
If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.