Inova Loudoun Hospital is currently seeking a PRN Patient Relations Representative.
Incumbent demonstrates excellent verbal communication skills during all in-person and telephone conversations. Maintains composure during all difficult situations, remaining professional at all times. Interacts with patients, visitors, staff and physicians in high-stress situations making the above qualities crucial in efforts to mediate and negotiate a satisfactory resolution to the issue. Demonstrates strong written communication skills. Documents all interactions accurately and in a timely manner to ensure a satisfactory resolution to cases. Ensures accurate record keeping and tracking and trending of patient issues. Composes written responses to grievances and complimentary letters, following all hospital policies and federal guidelines. Participates in all departmental activities which support the successful operation of the Patient Relations Department. Functions as an advisor and/or partner with hospital staff and leaders in all aspects of decision-making in regard to the management of patient complaints and grievances. Frequently collaborates with Administrators, Chief Nurse Executive, Chief Medical Officer, Department Chairmen, and other senior leaders in order to address patient issues and achieve patient satisfaction. Motivates others to deliver excellent service by being fully engaged in all hospital initiatives designed to achieve superior patient satisfaction. Recommends appropriate service recovery actions when the situation requires. Assists all individuals, including patients and their family members, as a primary resource in navigating the complexities of the health care environment. Partners with hospital staff to ensure that every patient is afforded the full spectrum of hospital services, regardless of their disability, communication challenges or financial situation.
***Please note that this is not a FT position and will operate in a PRN capacity ***
Experience: Demonstrated use of conflict resolution skills required, preferably in a healthcare setting. Excellent interpersonal skills and general knowledge of hospital operations required.
Education: Bachelor's Degree; Master Degree is preferred.
Special Skills: Strong oral and written communication skills. Experienced in conflict resolution. Familiarity with hospital operations.
Work Site Location
INOVA LOUDOUN HOSPITAL