Summary:

The Patient Relations Representative serves as a liaison between patients, families, physicians and clinical staff to provide proactive and personalized services to enhance the patient and family experience. Proactively collaborates with leaders and staff to improve patient satisfaction. Proactively obtains resolution of concerns brought forward during daily rounding. Assists patients and families with the completion of the patient satisfaction survey prior to discharge.

Essential Functions:

A: Job Specific:

• Conducts daily rounds on patients to proactively resolve issues and to assure their experience meets and exceeds expectations.
• Assists patients and families with the completion of the satisfaction survey prior to discharge.
• Attends the Interdisciplinary Care Team meetings and actively participates by bringing issues forward for resolution.
• Make recommendations for improvement based on patient and family feedback.
• Provide a link between the hospital, patient and families, especially in area of conflict resolution concerning treatment or care.
• Provide a formal mechanism for the investigation, resolution and recording of a patient complaint.
• Works a flexible schedule as determined by the CEO, with an emphasis on working during the hours when admissions and visits by family members are most likely to occur. This may entail working non-standard shifts (e.g., 11:00am to 7:30pm) and days (e.g. Tuesday - Saturday) and a schedule that changes based on holidays, etc.
• Welcomes newly admitted patients and their families to the hospital.
• Works with the Admission Coordinator to ensure that rooms are prepped and in place, and that the hospital's external and internal common areas are always tour-ready.
• Ensures that new patients receive a completed and standardized Kindred admission kit upon their admission to the hospital.
• Explains the Heart Service Recovery program to newly admitted patients and introduces the customer to the staff member who has been assigned to serve as that customer's leadership representative.

B: Company Specific

• Adheres to dress code, appearance is neat and clean and wears appropriate identification while on duty.
• Completes annual health, safety, and education requirements. Maintains professional growth and development.
• Maintains confidentiality of all patient and/or employee information to assure patient and/or employee rights are protected.
• Demonstrates knowledge of the principles of growth and development over the life span and the skills necessary to provide age appropriate care to the patient population served.
• Reports to work on time as scheduled; adheres to policies regarding notification of absence.
• Attends all mandatory in-services and staff meetings.
• Represents the organization in a positive and professional manner.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission, ethics, and goals of the hospital, as well as the focus statement of the department.
• Maintains current licensure/certification for position, if applicable.
• Consistently demonstrates Guest Relation's skills to patients, physicians, visitors, employees, and any other individuals with whom they may come in contact.
• Consistently follows departmental and hospital Health, Safety, Security, Hazardous Materials policies and procedures.
• HIPAA: Conduct job responsibilities in accordance with HIPAA privacy laws, follow hospital policy in provision of patient confidentiality. Able to identify patient confidentiality issues and reports to proper hospital personnel immediately.
• Compliance: Conducts job responsibilities in accordance with standards set forth in Kindred's Code of Conduct, Kindred policy and procedures, applicable federal and state laws, and applicable standards.

Service Excellence Elements:

Pride - (Owning and feeling proud of work quality and our mission.)
Performs work that reflects ownership and is a credit to self and positively represents Kindred.