Patient Relations Resume Samples

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HH
H Hermiston
Haylie
Hermiston
164 Stokes Plain
San Francisco
CA
+1 (555) 943 0438
164 Stokes Plain
San Francisco
CA
Phone
p +1 (555) 943 0438
Experience Experience
San Francisco, CA
Patient Relations Coordinator
San Francisco, CA
Moen, Stiedemann and Mills
San Francisco, CA
Patient Relations Coordinator
  • Some work is completed without established procedures
  • Assists Hospital with regulatory visits by providing support with data, policies, physical presence and participation
  • Composes letters or emails to patients, visitors, or physicians, leadership, ensuring grammatical accuracy and according to the terms of the UAMS grievance policy
  • Facilitates resolution of complaints/grievances for Patients & Visitors in coordination with the Risk Management team
  • Provides reports from the database upon request and regularly scheduled intervals
  • Analyzes complaint/grievance data and collaborates with UAMS Leadership and Risk Management Team on a monthly basis
  • Identifies, coordinates and collaborates interventions with various units/departments and Risk Management
Los Angeles, CA
Patient Relations Representative
Los Angeles, CA
Hirthe, Rohan and Waelchi
Los Angeles, CA
Patient Relations Representative
  • Provides counseling and education related to a patients right to develop an AdvanceDirective and assists patients in executing an Advance Directive
  • Provide instruction to families on the use of the Get Well Network during orientation
  • Performs other duties as assigned
  • Accurately and completely manage the inpatient admission process, and orient the patient and family to the hospital, Patient Care Unit and room
  • Provide bedside admissions to families as assigned during normal business hours. Cases may include direct admissions, medical admits, transport patients and other patients going directly to an inpatient care unit
  • Acts as a resource to all hospital staff, medical staff and vendors and assists in identifyingimprovement opportunities that can be used to increase satisfaction and decreasedissatisfaction with the customer (both external and internal) and build trust within theorganization
  • Investigates and facilitates resolution of quality of care concerns/complaints/grievancesfor all patients and families/visitors by engaging with their healthcare providers. Workscollaboratively with the healthcare team in clarifying issues, and promoting prompt andcaring resolution of patient/family concerns
present
Los Angeles, CA
Patient Relations Manager
Los Angeles, CA
Rohan-Zboncak
present
Los Angeles, CA
Patient Relations Manager
present
  • Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures and work practices with the intent of preventing or minimising accidental exposures to self, colleagues and/or the environment
  • Database management of the MIDAS Complaint Management System
  • Coordinates complaints and grievance process according to current regulations and standards of the Centers for Medicare and Medicaid Services (CMS), Massachusetts Department of Public Health (MA DPH) and the Joint Commission (TJC)
  • Implementation of concepts for the introduction of patient perspectives into all relevant areas of the corresponding product portfolio and into the relevant regulatory processes, taking into account guidelines and care rehabilitation
  • Development and coordination of indication-related activities with patient representatives / patient organizations (for example, indication-related, compliant materials, event and communication concepts, patient adboards etc.)
  • Plan and create patient care information and support materials in close collaboration with the Brand Teams and in independent collaboration with patient representatives / patient organizations (e.g., evidence-based, compliant materials)
  • Serves as a central resource for information concerning patient’s rights and responsibilities, advance directives, and ethical issues. Provides consultation on issues that impact patient rights
Education Education
Bachelor’s Degree in Related Field Preferred
Bachelor’s Degree in Related Field Preferred
Florida International University
Bachelor’s Degree in Related Field Preferred
Skills Skills
  • Good organization skills; values follow through and attention to detail
  • Demonstrates excellent verbal and non-verbal communication skills, tact, and diplomacy
  • Demonstrates ability to work will with multiple persons from diverse backgrounds
  • Intermediate to advanced knowledge of Microsoft Office (specifically Word and Excel)
  • Excellent oral and written communication and interpersonal skills
  • Employee Assistant Programs
  • Discount programs
  • Enjoy Wellness programs
  • 403(b) Pre-tax retirement plan
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15 Patient Relations resume templates

1

Global Head of Patient Relations Resume Examples & Samples

  • Development of strategy and implementation of global franchise patient relations plan leading an integrated approach with Communications, Digital and Social Media, and Internal Communications with clear responsibility for patient relations
  • Providing counsel to franchise heads and senior management to maximize the patient community role in order to support the achievement of patient and business goals
  • Development of patient strategy to build advocacy & strategic partnerships to maximize the potential of therapies throughout the life-cycle
  • Lead the development of a global patient inclusion strategy, aligning internal and external stakeholders and assessing potential patient opinion leaders and/or patient organizations for long-term partnerships
  • Work closely with cross-functional teams on alignment and collaboration, seeking for synergies to effectively execute the patient relations strategy and support pre and post launch activities. 
  • Partner with franchise, Corp Coms and Public Affairs on positioning the relevance of chronic and acute heart failure leveraging our commitment of bringing innovation to patients worldwide. 
  • Work closely with and coordinate activities with CPOs communicators and the patient relations network to deliver tactics, tools and programs for local use
  • Act as a catalyst to innovate new ideas and programs to engage patients in key markets maximizing the digital and social media platforms
  • Act as the voice of patients within the company, to highlight patients’ needs and opinions to the management team and customer facing functions
2

Patient Relations Manager Resume Examples & Samples

  • Empower/support Associations in providing patient information and support services; utilise cross-functional expertise where possible
  • Compliantly manage budgets and projects related to requests for grants
  • Management of a virtual team, including talent development and performance management, and cost centre management
  • Highly developed planning and organizing skills; adopts a structured and organized approach to overseeing a large scale of projects and programs
  • Demonstrated budget management
  • Committed to demonstrating the highest professional standards of operation and delivery at all times
  • Maintains an active external network; is aware of current best practice and ‘state of the art’ systems and processes; receptive to new ideas and opportunities
  • Bachelors degree in a Public Affairs discipline, Health Policy, Life Sciences or Medical/Pharmacy/Nursing
  • Knowledge of the healthcare environment/organisations/systems
  • Local and international patient environment
  • Legislation and ethics for working with HCOs
  • Language and behaviour expected by HCOs
  • Issues and current topics related to patients
  • Media and trends in Communications
  • Marketing (preferably in Healthcare), stakeholder management, government affairs background
  • Experience with HCOs and/or NGOs (non-Governmental organizations)
  • Managing programmes in complex environments and with multiple stakeholders
  • Conducting analysis and market research
  • Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures and work practices with the intent of preventing or minimising accidental exposures to self, colleagues and/or the environment
3

Patient Relations Director Resume Examples & Samples

  • Assists patients and referring physicians in acquiring medical care and services from the Baylor College of Medicine full-time faculty among the affiliated hospitals
  • Assist patients with way finding throughout our facilities – hospital, outpatient and diagnostic imaging
  • Provides resources to assist the patients and their families to maximize the full benefit of their visits to physicians and/or partnering medical institutions
  • Patient Relations provides 24/7 access to patients requiring assistance – individual will be required to coordinate and participate on the rotation schedule for night and weekend call
4

Patient Relations Coordinator Resume Examples & Samples

  • Moderate work experience within own function
  • Some work is completed without established procedures
  • Healthcare experienced
  • Strong writing and documentation skills
  • Ability to manage time and complete assignments on time
  • Ability to work in both a team environment and independently
5

Patient Relations Representative Resume Examples & Samples

  • Bachelor’s Degree as an RN, health care related degree or equivalent education
  • Three to Five years as Patient Representative or related field
  • Excellent listening and communication skills, soundness in judgement, and ability to interact effectively with people
  • Self-initiative, good mediation and conflict resolution skills
  • Computer skills (i.e. Navicare, FCIS, Stars, and Microsoft Office). Preferred
  • BSN, BS/BS Social Work
6

Patient Relations Manager Resume Examples & Samples

  • Develop and lead disease area franchise patient strategy to build advocacy and strategic partnerships that differentiate and maximize the potential of therapies throughout the life-cycle in line with overall franchise strategy and business objectives
  • Implement effective advocacy strategies via an integrated planning process, working cross-functionally, and with national specific disease areas patient organizations (POs) to shape and support the environment in driving awareness and access to treatments
  • Act as the voice of patients within the company, to highlight patients’ needs and opinions to the management team and customer facing functions, R&D, manufacturing etc
7

Patient Relations Liaison Resume Examples & Samples

  • High School Diploma or equivalent is required, Bachelors Degree strongly preferred
  • Strong customer service skills in face-to-face interaction settings
  • Strong work ethic and desire to serve our patients
  • Knowledge of Medical Insurance (Medicare/Medicaid/Commercial)
  • Valid driver’s license and ability to travel locally is a must
  • Experience in educating patients or others
  • Experience with hospital settings is preferred
  • Dialysis experience preferred
  • Experience with Word/Excel/Outlook
8

Patient Relations Liaison Resume Examples & Samples

  • A community first, company second culture based on Core Values that really matter
  • Knowledge of Medical Insurance (Medicare/Medicade/Commercial)
  • Valid drivers license and ability to travel locally is a must
9

Patient Relations Liaison Resume Examples & Samples

  • High school diploma or equivalent; Bachelor’s degree in related field preferred
  • Minimum of two (2) years customer service experience; healthcare experience with focus on patients preferred
  • Understanding of commercial insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity) as well as government insurance programs (Medicare and Medicaid) preferred
  • Experience in patient registration and/or knowledge of hospital procedures preferred; previous dialysis knowledge or experience preferred
  • Ability to travel up to 100% in assigned geography
  • Intermediate computer skills and proficiency in MS Word, Excel, Outlook required. Basic skills in PowerPoint
  • Current driver’s license in state of residence, insurance, and clean driving record
  • Deals with confidential information and/or issues using discretion and judgment
10

Patient Relations Representative Resume Examples & Samples

  • Initial point of contact for any patient relations issues when someone is not physically present at an entity. Responds in a compassionate manner and de-escalates the complaints and issues through effective communication that conveys caring
  • Leads, receives, coordinate, facilitates, documents and tracks all issues that occur when the patient or family member is not physically present at the entity. This also includes ensuring all processes are followed to achieve timely resolution of service and care related complaints and grievances, which may include review of patient records, escalation, adhering to applicable system guidelines and regulatory requirements
  • Maintains comprehensive complaint database and records; works to promptly resolve complaints utilizing advanced problem solving and ensuring compliance with established authority guidelines and in a manner that is acceptable to all parties involved; follows-up with patient/family members regarding complaint and/or grievance resolution; prepares and maintains related letters, reports, documents, and/or other related correspondence
  • Assists in analyzing complaint and/or grievance patterns and trends and bringing to the attention of PRSC Coordinate/Director. Identifies and communicates areas negatively impacting the patient/family experience, as well as vulnerability associated with risk and quality issues with appropriate management staff
  • Records all incoming concerns/complaints into the record system. Ensure all data is collected to assist in the completion of investigative findings and patient/family callback information. Assists teammates with entering cases in a timely manner, and answering incoming calls
  • May compose, proofread and edit service recovery letters, ensuring consistency of style and accuracy of spelling, grammar, punctuation, syntax and idiom. Ensures that correspondence accurately reflects patient concerns and investigative outcomes
11

Patient Relations Representative Resume Examples & Samples

  • Intermediate to advanced knowledge of Microsoft Office (specifically Word and Excel)
  • Demonstrates excellent verbal and non-verbal communication skills, tact, and diplomacy
  • Good organization skills; values follow through and attention to detail
  • Must be detailed oriented, efficient, flexible and proactive
12

Patient Relations Liaison Resume Examples & Samples

  • Knowledge of Medical Insurance (Medicare/Medicaid/Commercial) highly preferred but not required
  • Will cover 3 Hospitals within the Wichita, KS area
  • Ability to work Mon - Fri
  • Experience in patient education is highly preferred
  • Experience with hospital settings is highly preferred but not required
  • Dialysis experience preferred : not required
13

Manager, Patient Relations Resume Examples & Samples

  • Develop and lead a strategic, pro-active Patient Advocacy agenda to shape external issues and improve environment in positive way
  • Execute advocacy support through innovative outcomes-oriented partnerships that involve multiple stakeholders with measureable outcomes/results
  • Drive innovation in AbbVie’s advocacy approach by evaluating and selecting new ways to learn from patients, such as leveraging digital media, communicating patient needs to multiple stakeholders and partnering with third-parties outside the pharmaceutical industry to contribute to sustainable healthcare solutions
  • Anticipates issues and trends and develops comprehensive contingency plans, including exit strategies, in partnership with the Communication colleagues
  • Actively participate in the relevant Global Brand Teams and Global Commercial Teams, depending on the phase in the lifecycle of the product, as a strategic counselor and build strong relationships with functional leads in Marketing, Government Affairs, Market Access, Medical, Business Intelligence and other relevant functions
  • Collaborate with Areas and Affiliates to ensure alignment of strategies and activities
  • Define measurement and monitor results; feedback and propose strategic planning/tactics adjustment as required
  • Facilitate the Public Affairs Review and Approval process with constructive approach with Areas and with Affiliates, where necessary to ensure innovative and compliant materials and programs
  • Develops and leads the global patient advocacy strategies and programs to build the capability, by determining the capability needs with Areas, Affiliates and other relevant functions
  • Plays an active part within Global Therapeutic Area Communications and identifies opportunities to work collaboratively with cross-functional colleagues to deliver against business objectives
  • Develops clear and impactful engagement with Patient Groups through a structured process and provides quality assurance
  • Develops and leads strategic patient advocacy programs to shape external issues, supporting access to best treatment standards, through disease awareness and providing patient information
  • Manages the sponsorships, grants and other forms of support to patient groups following OEC, Legal and other applicable regulations and policies
  • Complies and is an advocate for the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives of AbbVie
  • Bachelor’s Degree in Public/Community/Government Affairs or Relations, Policy, Communications, Advocacy, or Healthcare
  • 3-5+ years experience and proven track record of success in managing patient group relationships in the bio-pharma industry or at an industry association
  • Excellent written and verbal communication skills along with strong ability/presence in digital communication
  • Track record of success working collaboratively in cross-functional teams within the industry
  • Strong business acumen with the ability to anticipate company and team needs
  • US and OUS experience
14

Head Global Patient Relations Resume Examples & Samples

  • Provide counsel to franchise heads and senior management to maximize the patient community role in order to support the achievement of patient and business goals. 
  • Development of the patient strategy to build effective advocacy to maximize the potential of patient benefits from our therapies throughout the life-cycle
  • Work closely with cross-functional teams on alignment and collaboration, seeking for synergies to effectively execute the patient relations strategy and support pre and post launch activities
  • Partner with franchise, Corp Coms and Public Affairs on positioning the relevance of I&D leveraging our commitment of bringing innovation to patients worldwide
  • Work closely with CPOs communicators and the patient relations network to enable countries deliver tactics, tools and programs for local use. 
15

Patient Relations & Health Communications Manager Resume Examples & Samples

  • Develop and maintain strong relationships with patient organizations and collaborate on programs that will raise the awareness and support for new treatment options
  • Collaborate with patient organizations and help develop strategy to enhance awareness and understanding of disease
  • Support patient organizations in the development of programs that will influence and shape policy to improve access to early diagnosis and treatment
  • Conduct market research. Develop understanding of the health environment and the challenges facing patient groups in delivering value to their members and in shaping and influencing health policy
  • Play a key role in defining the Patient Journey that could enhance the Patient Experience
  • Be the voice of the patient in Brand Team meetings
  • Support our cross-functional teams in the development, coordination and implementation of strategy around products and health solutions. Manage budget allocated to patient projects; ensure projects meet market needs and priorities and meet deadlines
  • Develops and implements patient education/disease awareness strategies for various (media) channels
  • Highlights medical therapeutic area expertise in (trade) media (e.g. clinical data, patient centric programs)
  • Bachelor or Master’s degree in Communications or equivalent
  • Around 5 years’ experience in Communications/Public Relations
  • Consultancy/agency experience is a plus
  • Preferably with previous experience of partnering with a patient organization or non-profit organizations
  • Proven affinity with healthcare environment and knowledge of relevant trends
  • Experience of working to deadline and on multiple tasks
  • Experience of developing and implementing programs with multiple stakeholders and managing external agencies
  • Experience of conducting market research with audiences and testing programs
  • Must have excellent interpersonal, writing and verbal communications skills (in Dutch and English) and be an effective networker
  • Preferably full-time (40 hours per week), 80-90% to be discussed
16

Registered Nurse Patient Relations Coordinator Resume Examples & Samples

  • Through communication with clinical and senior executive leadership, obtains thorough investigative findings and composes responses to patients concerns ensuring information is clinically accurate and conforms to system and regulatory approved letter formats
  • Communicates directly with clinical and senior executive leadership to obtain thorough investigative findings in response to all stated concerns. Ensures entity has contacted patient to address stated concerns. Coordinates needed information to facilitate the completion of a letter to patient as needed
  • Composes, proofreads and edits grievance letters. Ensures that responses to patients concerns are clinically accurate and that letters conform to system and regulatory approved letter formats. Ensures letters are written in a timely manner and notifies patients in writing and/or by phone of any delays. Maintains consistency in writing style and is proficient in the mechanics of writing, including spelling, grammar, punctuation, syntax and idiom
  • Coordinates resolution of and tracks all issues that occur when the patient or family member has been discharged from a point of service. This includes ensuring all policies, procedures and processes are followed to achieve timely resolution of service and care related complaints and grievances, including reviews of patient records, escalations and adhering to applicable system guidelines and regulatory requirements. As needed provide support for incoming calls
  • Resolve complaints utilizing advanced problem solving skills and ensures compliance with established authority guidelines; prepares and maintains related letters, reports, documents, and/or other related correspondence in complaint database
  • Identifies best practices for complaint resolution across the system and recommends policy and process improvements accordingly
  • Assists in informing, educating, and training staff on issue avoidance, resolution timing, recording tool, patient rights, system policies, customer service practices, and/or other applicable items that impact the patient experience
  • As needed, will serve as initial point of contact for any patient relations issues when patient/family member is not physically present at an entity. Responds in a compassionate manner and improves the overall patient experience by this encounter through effective communication that conveys caring
17

Senior Patient Relations Representative Resume Examples & Samples

  • Works with patient, family, and other members of the healthcare team to formulate a concern and grievance management plan that achieves appropriate resolution in accordance with the Conditions of Participation of CMS
  • Gathers and assesses information regarding the patients concerns, and supports the patient’s perspective to other members of the healthcare team
  • Interprets patients/family needs and provides information to appropriate staff
  • Directs the concern management process for patient/family/visitor concerns and follows up with appropriate CCHS staff on a multi-disciplinary level to orchestrate the best possible outcome. Organizes meetings with Executive Management, Healthcare Team and patient/family to improve communication
  • Documents concerns in a timely manner and maintains central filing system
  • Interacts on a regular basis with multi-disciplinary groups (i.e. Emergency Department Leadership, Risk Management, Patient Financial Services, and Performance Improvement Departments) to ensure complete and thorough investigation of patient concerns
  • Develops proposals for change in policy, procedure and systems as identified through patient concerns and data trends specific to the Acute Medicine/Emergency Medicine Service Line
  • Educates staff to the sensitivity of patient/family needs and provides resources to meet those needs stressing the importance of proactive communication with early identification of concerns
  • Develops strategies that support improving Patient Satisfaction, as evidenced by Press Ganey scores
  • Recognizes and diffuses anger/conflict situations
  • Performs assigned work safely, adhering to established departmental safety rules and practices. Reports to Director, in a timely manner, any unsafe activities, conditions, hazards or safety violations that may cause injury to oneself, other employees, patients and visitors
  • Knowledge of operations of Christiana Care Core Values: Caring, Excellence, Integrity, Leadership, Service, and Teamwork
  • Knowledge of Patients' Rights and Responsibility
  • Knowledge of health care insurance and legal issues
  • Skill and sensitivity to the needs of varying cultures in a diverse population
  • Skill in typing and computer use
  • Skill in excellent verbal, non-verbal, and written communication
  • Skill in effective public speaking to diverse audiences
  • Ability to compose responses to patients with feedback from Executive Management and Department Heads
  • Ability to interact under stressful conditions, diplomatically but assertively with both internal and external customers
  • Ability to make appropriate decisions in stressful situations
  • Ability to present educational materials to others
  • Ability to be resourceful and creative in seeking solutions to unusual requests that may arise from patients and their families
  • Ability to be tactful, flexible, empathetic, sense of humor
  • Ability to handle all patient information in a confidential manner
18

Patient Relations Liaison Resume Examples & Samples

  • Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors in every day performance and interactions
  • Excellent organizational skills, attention to detail and follow through
  • Strong written, verbal, and interpersonal communications skills including ability to listen effectively and to communicate information clearly and effectively especially to audiences who may not be familiar with technical information
19

Supervisor, Reimbursement Patient Relations Resume Examples & Samples

  • Develops tools to support staff development and training for all aspects of communicating with the patient on out-of-pocket issues
  • Ensures compliance with the management guidance for new patient advocacy programs
  • Coaches, mentors and monitors staff to represent Ambry’s vision for customer experience and excellence of care for any patient communication
  • Fosters a one call resolution of patient concerns/issues
  • Writes and implements SOPs to foster on-going education, standardization, and consistency within the area
  • Knowledge of CPT codes, medical terminology, insurance plans, ICD 10 codes
  • Ability to adapt to a fast paced, dynamic environment
  • Analytical and detailed with good follow up
  • Excellent Training and Coaching skills
  • Minimum certifications/educational level
  • High school diploma and college degree preferred
  • 2-4 years Supervisory experience in clinical laboratory or other health care space
  • 2-4 years direct experience as Call Center Supervisor
  • 3+ years’ experience in revenue cycle management or similar experience
20

Patient Relations Representative Resume Examples & Samples

  • Typing skills (minimum 45 words per minute)
  • Basic computer skills including Microsoft Windows and Office applications
  • Some college
  • 1 year of medical office or healthcare experience
  • Basic experience with electronic medical records (EMR) and/or computerized billing systems
  • Medical terminology experience
21

Patient Relations Representative Resume Examples & Samples

  • Typing skills (minimum of 45 words per minute)
  • Basic computer skills including Microsoft Windows and Office Applications
  • Basic experience with electronic medical records and/or computerized billing systems
22

Patient Relations & Communications Manager Resume Examples & Samples

  • University degree from reputable universities, preferably in social sciences,
  • Ideally min. 3-5 years of experience in a related field in healthcare sector,
  • Experience in patient relations management, private hospitals and patient associations is an asset,
  • Proven written & oral communication, influencing and presentation skills,
  • Excellent project management, multi-tasking and organization skills,
  • Superior relationships with key stakeholders,
  • Creativity and strategic thinking capabilities,
  • Affinity to social media projects and developments,
  • Excellent command of English, able to work within national and international teams,
  • Knowledge and experience of the healthcare environment is desirable
23

Patient Relations Representative Resume Examples & Samples

  • Three to five years health care experience involving problem solving and high customer contact
  • Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of “we advance health” through innovation, accountability, empowerment, collaboration, compassion and results while ensuring one Memorial Hermann
  • Serves as a designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns
  • Interprets and explains to patients and families, policies and procedures that affect his/her care and treatment
  • Investigates and actively seeks resolution to difficult problems and concerns identified by patients/families
  • Ensures safe care to patients, adhering to policies, procedures, and standards, within budgetary specifications, including time management, supply management, productivity, and accuracy of practice
  • Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff
24

Patient Relations Representative Resume Examples & Samples

  • Associate Degree
  • Five (5) years health care experience involving problem solving and high customer contact
  • Assist with the orientation and training of new employees
25

Patient Relations Representative Resume Examples & Samples

  • Welcome families entering the main lobby of the hospital building through staffing at the front desk and Welcome Center
  • Provide bedside admissions to families as assigned during normal business hours. Cases may include direct admissions, medical admits, transport patients and other patients going directly to an inpatient care unit
  • Accurately and completely manage the inpatient admission process, and orient the patient and family to the hospital, Patient Care Unit and room
  • Complete inpatient visitor badging process to ensure patient and associate safety
  • Provide instruction to families on the use of the Get Well Network during orientation
  • Objectively and accurately document customer complaints, grievances and compliments
  • Keep families comfortable in Welcome Center during bed assignment process
  • Daily check all feedback telephone lines and email accounts for unsolicited feedback
  • Provide and maintain information of services within and outside of the general hospital (mechanics, restaurants, hotels…)
  • Demonstrate excellent customer service and service recovery skills
  • Demonstrate self-motivation and professionalism in dealing with patients and their families
  • Maintain strict confidentiality/privacy regarding patient information
  • Accurately and completely enter patient information into the Epic system
  • Assist staff in meeting our commitments to our customers
  • Anticipate family needs and respond promptly
26

Patient Relations Administrative Associate Resume Examples & Samples

  • · High school diploma or equivalent required. Associates degree preferred
  • · 2-3 years of customer service experience in a healthcare customer service setting required
  • · 2-3 years administrative support and database management experience required
  • · Strong computer technology skills including, but not limited to Microsoft Outlook, Microsoft Word, Excel, and PowerPoint
  • · High degree of confidentiality. Attention to detail
  • · Excellent interpersonal skills with the ability to engage at all levels of the organization
  • · Excellent communication skills both written and verbal. Excellent customer service skills
  • · Ability to work effectively under pressure in a high volume work environment. Demonstrates the ability to be organized and flexible in stressful situations. Ability to manage multiple priorities
  • · Ability to work independently with attention to detail yet uses good judgment in seeking advice when necessary. Time management and organizational skills
  • · Required to come into work in adverse weather conditions, weekends, holidays and must be flexible to work various shifts whenever necessary to meet the business needs
  • · Ability to sit for prolonged periods of time
27

Patient Relations Manager Resume Examples & Samples

  • Responds to patient complaints and commendations in a timely manner
  • Coordinates complaints and grievance process according to current regulations and standards of the Centers for Medicare and Medicaid Services (CMS), Massachusetts Department of Public Health (MA DPH) and the Joint Commission (TJC)
  • Assists and counsels managers regarding complaint process
  • Expert in verbal and written communications for closed loop responses to patients, families, and staff
  • Database management of the MIDAS Complaint Management System
  • Data entry of all complaints, grievance, comments into the MIDAS Complaint Management System
  • Serves as a central resource for information concerning patient’s rights and responsibilities, advance directives, and ethical issues. Provides consultation on issues that impact patient rights
  • Monitors HIPAA standards, investigation issues, and ensuing compliance
  • Compiles and distributes quarterly reports
  • Monitors patterns and initiates appropriate follow-up about issues that decrease patient satisfaction
  • Participates in Service Recovery assessment and education to nursing and site leadership
  • Provides onsite guidance and education regarding area complaint activity and trends
  • Integrates growth and development needs into the delivery of patient care for the populations served
  • Uses communication methods appropriate for the patient developmental stage
  • Accurately assesses the patient’s ability to follow directions for completion of treatment
  • Identifies and manages any special issues, concerns and risks for age specific populations
  • Performs other related duties as assigned or directed
  • Is responsible for creating a respectful environment for our patient and ourselves. Demonstrates respect for differences in language, culture, race, religion, citizenship, gender, and sexual orientation and does not discriminate on the basis of income, insurance status, immigration status, or disability
  • Complies with the MWMC policy on confidentiality of information regarding patients, families and co-workers
  • Adheres to dress code; appearance is neat and clean
  • Completes annual educational requirements and in-service training as required
  • Wears identification while on duty
  • Reports to work as scheduled and ready to receive assignments; minimal unscheduled absences
  • Attends meetings and participates in committees as required
  • Strong customer service and interpersonal skill, including conflict resolution, mediation skills, problem solving, time and project management
  • Demonstrated sensitivity to and psychological understanding of the needs of patients and families
  • Proficient in database use, data management and presentation
  • Demonstrated success at working independently
28

Patient Relations Representative Hours Evening Shift Resume Examples & Samples

  • Listen to patient and/or patient family members regarding their clinical care or service experience and interact with patients to assess the underlying basis of their real concerns/complaints
  • Document patient concerns/complaints in the respective databases for resolution tracking and monitoring
  • Communicate patient concerns/complaints to appropriate faculty and staff and coordinate resolution within policy timelines
  • Provide and promote excellent customer service and effect change wherever possible within the health system to enhance the experiences of patients/patients’ family members
  • Enhance the patient and faculty/staff relationships through sharing patient feedback and providing in-service education to faculty/staff
  • Educate patient/families about advanced directives when required and provide notary service to appropriate documents
29

Patient Relations Manager Resume Examples & Samples

  • Development and cultivation of important relationships with Patient Organizations and affiliated bodies across the country
  • Strategically shape the environment through consultation, education and discussion with all relevant patient organizations, and thereby enhance opportunities for Roche corporate reputation and purpose statement "Doing now what patients need next"
  • Stimulate and monitor the patient focus in all Roche NL-activities and stimulate the patient-centredness of Roche NL
  • Develop and implement strategies for collaboration and partnering with all relevant Patient Organizations, in close collaboration with the Brand teams
  • Implementation of concepts for the introduction of patient perspectives into all relevant areas of the corresponding product portfolio and into the relevant regulatory processes, taking into account guidelines and care rehabilitation
  • Responsibility for compilation of relevant contracts with patient organizations and responsible, handling of donations and budgets in a compliant way
  • Contact management to opinion leaders in the health system, which are relevant for the indication and patients
  • Plan and create patient care information and support materials in close collaboration with the Brand Teams and in independent collaboration with patient representatives / patient organizations (e.g., evidence-based, compliant materials)
  • Development and coordination of indication-related activities with patient representatives / patient organizations (for example, indication-related, compliant materials, event and communication concepts, patient adboards etc.)
  • Signaling trends and developments within Pharma and specifically in the area of patient relations and patient support
30

Patient Relations Representative Resume Examples & Samples

  • Investigates and collects patient information regarding a variety of complaints or grievances from patients, families and visitors
  • Interacts with all levels of Hospital management to provide assistance in the resolution of found complaints
  • Provides and maintains monthly statistical reports regarding these complaints and recommends policy or procedure changes to resolve issues
  • Interprets the Patient’s Bill of Rights and other policies and procedures of the Hospital system. Ensures adherence to these policies
  • Communicates pertinent Hospital information to patients, family and staff
  • Ensures Hospital adherence to Patient’s Bill of Rights, as required by law
  • Processes reports and correspondence. Prepares reports involving patient complaints, maintains patient complaint statistics and meets with management to discuss necessary action; keeps management informed of actions and results
  • Updates Service & Quality boards and distribute newsletters
  • Reports satisfaction data to PICG and represents Guest Services at meetings
  • High School Diploma or equivalent, required. Knowledge of Hospital Administration, Psychology, Medical Terminology or related field as normally acquired through the completion of Bachelor’s Degree, required
  • Minimum of one (1) year related experience to ensure familiarity with Hospital procedures and counseling patients, families and others in stressful situations
  • Strong interpersonal and negotiation skills, required
31

Patient Relations Manager Resume Examples & Samples

  • Actively supports and educates medical center staff regarding Patient Rights and Responsibilities, patient satisfaction/customer service, and service recovery to ensure regulatory compliance and effective communication with the patient/family
  • Analyzes and triages complaints/grievances, coordinating comprehensive multidisciplinary reviews following established complaint handling pathway, to ensure all concerns are given impartial consideration and appropriate response occurs in keeping with regulatory and hospital guidelines
  • Interprets information from patient/family and summarizes this in a concise written format for documentation in the complaint tracking system; regularly monitors and updates complaints and their resolutions in the database which are used for quality improvement activities for the organization
  • Investigates patient/family complaints/grievances and provides appropriate/timely response; Maintains regular communication during the investigation and, based on investigation results, formulates written response, when appropriate
  • Serves as an impartial liaison between the patient/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement
  • Works in tandem with Risk Management and Quality departments to provide best outcomes for patients with quality care or legal concerns
  • Proactively rounds on units, serving as a resource to patients, families and staff - thereby facilitating issues relating to a patient's hospital experience; attends appointments and/or care conferences as requested by patients, physicians or staff
  • May review/edit written communication from other department managers and Patient Representatives
  • Supports responsive relationships with patients of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity
  • Maintains confidentiality of all patient and or/ employee information to assure patient and/or employee rights are protected. Conducts all activities in accordance with HIPPA privacy Laws, follow hospital policy in provision of patient confidentiality. Reports confidentiality issues to proper hospital personal immediately
  • Represent Senior Management in the handling of escalated patient concerns and grievances
  • Participates in medical center committees/task forces and other special projects as required to support patient satisfaction
  • Represents department and organization in a positive and professional manner. Serve as role model in C-I-CARE actions and behavior. Show composure and professionalism under pressure when working with challenging situations and behaviors
  • Participates or manages special project and other duties as assigned
32

Patient Relations Coordinator Resume Examples & Samples

  • Facilitates resolution of complaints/grievances for Patients & Visitors in coordination with the Risk Management team
  • Documents patient/visitor concerns including synopsis of incident, actions taken to resolve, and outcome and document in Datix database
  • Composes letters or emails to patients, visitors, or physicians, leadership, ensuring grammatical accuracy and according to the terms of the UAMS grievance policy
  • Identifies, coordinates and collaborates interventions with various units/departments and Risk Management
  • Analyzes complaint/grievance data and collaborates with UAMS Leadership and Risk Management Team on a monthly basis
  • Validates reports and performs checks for data files prior to submission
  • Consults on solutions, initiates corrective action, and provides follow up as needed
  • Identifies systems related problems, via patient/visitor data/employee data, and works collaboratively with physicians, administrators and staff to resolve
  • Conduct monthly analyses of outcomes
  • Manages the DATRIX database for complaints in collaboration with IT and UHC
  • Provides reports from the database upon request and regularly scheduled intervals
  • Actively interprets and implements regulatory standards requirements associated with complaints and grievances
  • Assists Hospital with regulatory visits by providing support with data, policies, physical presence and participation
33

Patient Relations Representative Resume Examples & Samples

  • Performs all the functions of a Patient Relations Representative
  • Assists in the oversight, coordination and monitoring of service recovery efforts forspecific areas or uses (i.e. service recovery during construction)
  • Follows up on referrals from administration, leadership, medical staff, and volunteerpatient representatives regarding the patients perception of care or services
  • Educates patients and patient families about the rights of patients in accordance withFederal, State and Regulatory agencies
  • Refers patients, families and visitors to appropriate services and resources, and respondspersonally with innovative solutions when other alternatives are not available
  • Provides counseling and education related to a patients right to develop an AdvanceDirective and assists patients in executing an Advance Directive
  • Provides notary services for patients upon request, in accordance with hospital policies
  • Works independently to manage complaint cases from initial contact, through appropriatedocumentation, investigation, resolution, and response to the patient or family member,within the established standards and policies, including referrals to and from RiskManagement
  • Educates hospital staff about perceptions and concerns expressed by patients
  • Acts as a resource to all hospital staff, medical staff and vendors and assists in identifyingimprovement opportunities that can be used to increase satisfaction and decreasedissatisfaction with the customer (both external and internal) and build trust within theorganization
  • Identifies the needs of the patient population served and modifies and delivers care thatis specific to those needs (i.e., age, culture, language, hearing and/or visually impaired,etc.). This process includes communicating with the patient, parent, and/or primarycaregiver(s) at their level (developmental/age, educational, literacy, etc.)
  • Investigates and facilitates resolution of quality of care concerns/complaints/grievancesfor all patients and families/visitors by engaging with their healthcare providers. Workscollaboratively with the healthcare team in clarifying issues, and promoting prompt andcaring resolution of patient/family concerns
  • Leads, develops and executes initiatives designed to improve the patients experienceincluding implementation of best practices, in departments of primary coverage throughan active presence and visibility in the areas
  • Participates in and coordinates special projects related to patient satisfaction and thepatient experience. Some examples of areas in need of focused attention include readmissions,post-discharge phone calls, and HCAHPS initiatives