Patient Relations Rep

General Purpose of Job:

The Patient Relations/Interpreter Representative is responsible in working with hospital staff in delivering compassionate patient centered care to achieve the hospitals Mission Vision and customer satisfaction for patients employees physicians and others. The Representative will work proactively to prevent patient complaints; will respond to complaints and inquiries made by telephone in person or in writing and will follow state and federal guidelines for complaint and grievance management. The Patient Relations/Interpreter Representative will maintain complete records for patient rounds and complaint and grievance management and resolution. Data will be complete in an easily retrievable manner. The Representative also facilitates understanding in communication between families patients health care providers and hospital personnel who speak different languages. The medical interpreter skills should include cultural competency and respect for everyone involved as well as mastery of medical and colloquial terminology which make possible the mutual trust and accurate communication that lead to effective provision of health care.

Essential Duties and Responsibilities:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or hospital administration as required.

• Maintains utmost level of confidentiality at all times.

• Adheres to hospital policies and procedures.

• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.

• Ensure that families are provided with all necessary information regarding hospital care services.

• Directs inquiries to the appropriate staff for follow up and resolution.

• Builds and maintains a strong relationship with the Clinical Directors of the floor or unit assigned and keeps an open channel of communication with them.

• Identifies potentially dissatisfied customers and gathers information regarding their needs on behalf of the hospital representing the hospital in a courteous and diplomatic manner.

• Follows strict compliance in complaint and grievance regulations and standards.

• Gather and analyze information about what the customers expect and need trending and reporting on a regular basis to assist in decision making.

• Understands and Reviews Patient Experience Data provided from Private Surveyor Company.

• Assists in the communication process and helping all parties understand decisions and options for care.

• Interprets medical/health care information and instructions from English into Spanish for Spanish- speaking patients and families.

• Interprets questions of Spanish-speaking families to physicians and other health care personnel.

• Sight translation for consents protocols discharge orders etc. from English into Spanish and vice versa.

• Sensitizes hospital employees to specialized healthcare needs of Hispanic/Latino patients and their families.

• Attend Interdisciplinary Patient Care meetings to identify potential issues.

• Facilitates in-services training new employee orientation and information to staff as needed on customer service.

• Responsible for Reward and Recognition programs and employee activities; Fun Bunch Clara Spirit Kudos from families suggestion boxes).

• Assists Coordinator and Director with grievance process

• Assists Coordinator and Director with quality control efforts with Midas feedback system

• Maintains an accurate database of each encounter handled by Interpretation Services.

• Covers for other representative in his or her absence and do rounds for him or her if unavailable.

• Attends weekly department meeting along with other Patient Relations Representatives and the Department Coordinator and Director to discuss any changes updates or points of concern in an effort to maintain adequate communication and consistency within the department.

Education and/or Experience:

• Bachelors degree (B. A.) from four-year College or University; or Associates Degree and one to two years related experience and/or training; or equivalent combination of education and experience.
• Must have familiarity with basic medical terminology in Spanish and English.

Certificates Licenses Registrations:

• Currently there is no Texas or Federal License of Medical Interpreters. Medical Terminology back ground a plus.