Job Details

Patient Representative

Patient Representative serves as a resource for patient and families, utilizing effective communication, courtesy, confidentiality and professionalism with each interaction. Problem solves with patients and families to help diffuse/resolve potential problem situations within the Emergency Department. This position will provide frontline customer service and risk management with patients and families resulting in resolution of complaints or escalation to appropriate personnel. Facilitates a positive Emergency Department and patient experience by serving as a patient liaison, discussing quality of care, and fostering communication between patient and medical personnel. The Patient Representative will work collaboratively with medical personnel to determine the optimum patient care plan and ensure the best possible outcome for patients and families. Promotes a professional atmosphere in the Emergency Department as well as focusing on excellence in patient care and customer service.

The Patient Representative:

• Identifies, assesses, and responds to questions, concerns, and complaints.
• Responds to patient/family crisis situations to provide emotional support and linkage to hospital and community resources.
• Facilitates the resolution of problematic situations that arise among patients, families, and hospital personnel.
• Monitors and aids those patients waiting to be seen. Works to reduce percentage of left without being seen (LWBS) patients.
• Advocates, initiates, recommends and implements programs and special projects, which improve and enhance patient/family services. Assists with administering customer service surveys as assigned by the manager/director.
• Serves as ED resource regarding patient rights and responsibilities, hospital policies and procedures, and advance directives.
• Serves as an ED resource regarding available community resources for ED staff and patients. Works with insurance agencies to assist with patient transportation.
• Enhances professional growth by participating in educational opportunities.
• Assists in answering phones at nurses stations, helping patients with phone calls. Responds to inquiring phone calls appropriately following HIPPA guidelines.
• Along with Pastoral Care, handles Trauma and Gold Alerts. Working to answer questions from patients and family members during emotional and tense situations.
• Aids in placing patients from waiting room to ED.
• Orients new employees and may provide guidance to volunteers, students, and support or contract staff.
• Communication commonly occurs with persons who have similar or different functions inside or outside the organization. Will provide problem-solving, education, consultation, or advising to others. Communication often involves complex problem-solving on behalf of the department and patients/families.
• Accesses, enters and/or updates confidential information as a regular responsibility of the job. Appropriately shares information in performance of job. Makes decisions based on confidential information. Appropriately shares information in performance of job with Director.
• Performs many varied tasks with frequent changes in priorities in a given day. Handles difficult situations, sometimes with combative and hostile individuals. Extensive interaction with patients, families, ED hospital staff, on behalf of patients and families. Fast-paced working conditions requiring physical stamina. No private office space. Some risk of exposure to hazardous material.

What We Require:

Education and Experience: Bachelor's degree required or 4 years of relevant experience in lieu of a degree. Life Support: BLS Certification required Other Minimum Qualifications: Excellent interpersonal and communication skills required.

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 800-###-####, 8:00 a.m. to 4:30 p.m., Monday through Friday.