Patient Representative Nights Monday, Tuesday, Wednesday 7pm 7am

The Patient Representative

• Works collaboratively with medical staff to support optimal patient care plans and outcomes.

• Serves as a liaison between patients families and healthcare teams to promote communication and understanding.

• Advocates for patients and families by identifying needs and coordinating appropriate services and resources.

• Identifies assesses and responds to patient and family questions concerns complaints and grievances.

• Facilitates resolution of complex or sensitive situations involving patients families and staff.

• Provides emotional support to patients and families during crisis situations.

• Monitors patient flow when working in the Emergency Department and assists in reducing left without being seen (LWBS) rates.

• Supports patient placement including movement from waiting areas and discharge lounge coordination.

• Connects patients with available community resources.

• Works with insurance agencies to assist with patient transportation.

• Collaborates with interdisciplinary teams including Risk Management Pastoral Care and community partners.

• Assists with public-facing activities such as education outreach and special programs to enhance patient experience.

• Participates in initiatives to improve patient satisfaction and service excellence.

• Administers and supports patient experience surveys and feedback processes.

• Serves as a resource regarding patient rights and responsibilities hospital policies and procedures advance directives and organ donation.

• Maintains compliance with HIPAA and confidentiality standards in all interactions.

• Assists with front-line communication including answering phones and supporting patient inquiries.

• Promotes a professional patient-centered environment focused on quality care and service excellence.

• Enhances professional development through participation in education and training opportunities.

Education: Bachelors degree required or 4 years of relevant experience in lieu of degree.

Experience: Minimum of 1 year of experience working with the public is required.

Licensure Certification and/or Registration: None required.

Other Minimum Qualifications: Strong interpersonal communication and conflict resolution skills. Ability to work in a fast-paced environment and manage multiple priorities. Knowledge of community resources and patient support services preferred. Demonstrated ability to maintain confidentiality.

This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

Compensation Range:

Employee pay is based on a variety of factors including qualifications credentials education and prior work experience. The compensation range does not include benefits or pension plan.

Recruiter:

Recruiter Email:

For more information contact the HR Service Center at 1-.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race color religion sex national origin age (40 or older) disability genetic information or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 8:00 a.m. to 4:30 p.m. Monday through Friday.

For more information on E-Verify: Pay and Well-beingat Carilion Clinic