Representative, Patient Relations

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.

Responsibilities:

• Conducts face to face Asian patient interviews questionnaires/surveys.
• Functions as an integral part of the patients grievance mechanism for problems concerning patient care services.
• Advises Asian patients regarding hospitals 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.

Performance Standards:

• 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.

• Minimum Education: College degree preferred.
• Minimum Experience: 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
• Required Licenses/Certifications:N/A