Job description
full-time day shift , Piedmont Henry Hospital
JOB PURPOSE:
Ensuring response to patients’, family members’, and visitors’ requests, complaints and concerns. Providing a specific channel for patients and families to obtain information, general assistance, complaint resolution and referrals to appropriate resources. Facilitating problem resolution. Leading activities of patient representatives and providing the director with administrative support.
KEY RESPONSIBILITIES:
1. Listens to, supports, and serves as a liaison between patients, family members, visitors, staff, administration, and physicians dealing with emotionally charged issues.
2. Handles issues, complaints and grievances of patients, family members and visitors; monitors progress/status to help ensure timely resolution.
3. Communicates patients’ problems, questions, complaints and concerns to the appropriate staff members.
4. Explains hospital policies and procedures to patients, family members and visitors, tactfully clarifying discrepancies between Hospital procedures and patient expectations.
5. Provides compassionate support and assistance to family members of terminally ill and deceased patients.
6. Assists patients, family members and visitors and coordinates special services as appropriate, e.g., parking, meal tickets, Guest Center, notary public services, etc..
7. Refers clinical complaints and risk management issues to appropriate personnel, and follows through to ensure resolution; assists in preparing reports of incidents that could result in legal action or formal grievances.
8. Provides knowledgeable counseling and assistance to patients, family members, and staff regarding Advance Directives.
9. Educates staff on humanizing patients’ treatment and/or confinement.
10. Ensures compliance with regulations, policies and procedures.
11. Plans, organizes and leads activities of Patient Representatives.
12. Monitors activities, productivity and accuracy of staff and provides feedback.
13. Serves as a resource for Patient Representatives in complex situations involving Hospital Administration and Risk Management.
14. Leads team meetings; provides quality and productivity oversight.
15. Identifies and promotes opportunities for quality improvement.
16. Provides regular reports to superior.
17. Serves as department timekeeper.
18. Maintains department web page on the Piedmont Village.
Disclaimer
The above information is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified.
Requirements
High School or GED
MINIMUM EXPERIENCE REQUIRED:
One (1) year hospital experience in a position requiring interaction with multiple departments. Four years of additional related work experience can be substituted for degree requirement.
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Bachelor’s degree with an emphasis in social and behavior science or public relations-related field preferred. Patient Representative experience preferred. Excellent skills in written and oral communication; ability to establish and maintain rapport with patients, family members, visitors, and hospital staff. Excellent interpersonal skills. Ability to remain calm under pressure and stress. Excellent leadership and organization skills. Basic computer literacy in Windows; ability to learn new software applications.
KNOWLEDGE, SKILLS, ABILITIES
- Skill and ability to communicate effectively both verbally and in-writing.
- Skill and ability to handle multiple priorities and deadlines.
- Ability to work as a member of a team.
- Skill and ability in Microsoft Office applications.
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Diversity & Inclusion
At Piedmont Healthcare we embrace diverse ideas, perspectives, and skills to create a collaborative workplace where the best talent wants to succeed. We celebrate differences and recognize that they allow us to care for our community.
Excellence at Work
Piedmont is a certified Great Place to Work™- a national designation based on employee feedback about trust, workplace culture and experience. In 2019, Forbes named Piedmont one of Georgia’s 10 best employers and the highest-ranked healthcare provider.
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