What are the responsibilities and job description for the Patient Rep position at Covenant Health?
Overview
Patient Representative
Full Time, 80 Hours Per Pay Period, Day Shift
Fort Sanders Regional Medical Center is an award-winning, certified, and accredited facility with 541 beds. As a Joint Commission Comprehensive Stroke Center, Fort Sanders offers state-of-the art care that maximizes recovery from stroke. We are also the region’s leader in technology in areas such as bariatric surgery, robotic surgery and minimally invasive spine surgery. Our door-to-balloon times for heart attack patients are below the national average, and our hip fracture center offers advanced diagnosis, surgery and recovery procedures for hip patients.
Fort Sanders Regional Medical Center is a member of Covenant Health, a locally-owned, non-profit health system based in Knoxville, TN, with a “patient-focused” culture. It has been recognized by Forbes Magazine as its 2020 “Best-in-State-Employer” for Tennessee. The CEO of our company, Jim VanderSteeg, attends every new employee orientation and will ask you to sign our pledge of excellence to always put patients first, strive for excellence in everything we do, and make Covenant Health the first and best choice for patients in our region. As you’d expect, we offer our employees a robust benefits package, including: offering unmatched medical insurance, tuition reimbursement; student loan repayment assistance, certification bonuses; leadership and professional development programs; an employer-matched 401(k); and a generous Combined Time Off (CTO) program.
Position Summary: The Patient Representative humanizes the hospital experience for the patient and functions as an ombudsman and advocate between the consumer and the healthcare provider. The Patient Representative acts as primary contact for patients, families, staff and physicians with patient/visitor requests or complaints. Documents complaints/compliments and communicates with appropriate persons to move toward a resolve of the situation. Responds in writing to grievances per CMS/Joint Commission guidelines and hospital policy and procedure. Formulates reports as indicated and provides such to pertinent committees and persons. Assists Coordinator of Consumer Services in provision of excellent customer service.
Recruiter: Brittany Partello || bpartell@CovHlth.com || 865-374-5363
Responsibilities
- Responsible for responding and working toward resolving complaints and grievances per hospital policy and procedures.
- Assists patients, families, and visitors and hospital related concerns and questions.
- Maintains complaint/compliment tracking and provides tracking/trending as appropriate.
- Responsible for maintaining hospital lost and found, seeking to locate and provide retrieval of lost items as possible.
- Works with other departments/employees to provide recovery efforts for persons’ expressing dissatisfaction with services.
- Courtesy visit will be made to patients when stay exceeds five days. Such visits will be personal or through the use of volunteer visits.
- Provides assistance with patients/families in the understanding and completion of Advance Directive documents.
- Participates in various hospital committee meetings for problem solving, decision making and communication.
- Assists with training of new Courtesy Ambassadors and Volunteer Patient Representatives.
- Serves as back up for Kronos time card data entry.
- Assists Coordinator of Consumer Service in provision of services for department.
- Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
- Perform other duties as assigned or requested.
Qualifications
Minimum Education:
None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing a HS diploma or GED.
Minimum Experience:
None. Prefers experience with data entry into a tracking data base system; Prefers ability to effectively and calmy communicate with families during interaction steps; Prefers ability to explain concerns raised by patients renging from billing questions to clinical care.
Licensure Requirements:
None
