Patient Assistance Representative

SPECIFIC DUTIES AND RESPONSIBILITIES

1. Responsible for being the client’s point of contact in relation to service concerns or other specific client needs or inquiries

2. Gathers information regarding patient satisfaction through the Patient Satisfaction Survey Form and verbal information from clients. Responsible for compiling and generating reports as they relate to patient satisfaction.

3. Provides exemplary customer service; treats patients and co-workers with courtesy and discretion.

4. Greets and directs patients and visitors.

5. Documents all data necessary for Patient Satisfaction rating through statistical data analysis.

6. Communicates Patient Satisfaction rating Performance to concerned departments

7. Troubleshoot client issues independently or in coordination with the PAC Department Head

8. Makes daily rounds to In-Patient Rooms for data gathering, specifically to obtain information regarding client needs, satisfaction, or other data pertinent to resolve conflicts.

9. Provide quality service and support to clients

10. Maintain a balance between hospital policy and client benefit in decision making. Handles issues in the best interest of both the client and the hospital.

11. Continuously evaluate and identify opportunities to drive process improvements that positively impact the client experience

12. Other tasks within reasonable limits that are delegated by his or her immediate supervisors.

13. Communicates other specific concerns to other departments

KEY PERFORMANCE INDICATORS

1. Problem Solving

· Uses reason even when dealing with emotional topics

2. Customer Service

· Manages difficult or emotional client situations, responds promptly to customer needs; responds to requests doe service or assistance.

3. Interpersonal Skills

· Focuses on solving conflict, not blaming. Maintains confidentiality; Listens to others without interrupting; keeps emotion under control; remains open to other’s ideas.

4. Oral Communication

· Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions

5. Written Communication

· Presents numerical data effectively; Able to read and interpret written information.

6. Teamwork

· Balances team and individual responsibilities; exhibits objectivity and openness to other’s views

· Gives and welcomes feedback

· Contributes to building a positive team spirit

· Puts success of team above own interest

· Able to build morale and group commitments to goals and objectives

· Supports everyone’s effort to succeed.

7. Diversity

· Shows respect and sensitivity for cultural differences

8. Ethics

· Treats people with respect

· Keeps commitments; inspires the trust of others

· Work with integrity and ethically

· Upholds organizational values

9. Organizational Support

· Follows policies and procedures

· Completes administrative tasks correctly and on time

· Supports organization’s goals and values

· Supports affirmative actions and respects diversity

10. Motivation

· Demonstrates persistence and overcome obstacles

· Measures self against standards of excellence

11. Planning/Organizing

· Uses time efficiently

12. Professionalism

· Approaches others in a tactful manner; reacts well under pressure; treats other with respect and consideration regardless of their situation or position

· Accepts responsibility for own actions

· Follows through on commitments

· Meets productivity standards

· Completes work in a timely manner

· Strives to increase productivity

13. Adaptability

· Adapts to changes in work environment

· Able to deal with frequent changes, delays or unexpected events

14. Attendance and Punctuality

· Consistently at work during work hours and on time.

15. Dependability

· Follows instructions, responds to management direction

· Completes tasks on time or notifies appropriate person with an alternate plan

16. Innovation

· Meets challenges with resourcefulness; Generates suggestion for improving work

ACCOUNTABILITY

1. People

· Reports directly to the Patient Assistance Center Department Head, Hospital Administrator and Top Management

· Participates in planning and development of overall quality improvement processes and other activities of the Administrative Services Division.

2. Financial

· Responsible for contributing to the development and execution of annual business plans specifically client service goals and timetables.

3. Physical Assets

· Responsible for the maintenance of assets including physical, human resources and maintenance of confidentiality of all internal data and information within the organization.

AUTHORITY

• Decisions made autonomously

· Decisions concerning the identification of quality improvement needs and coursing complaints to concerned department.

· Notification of departments that does not adhere to hospital set standards and procedures.

· Decisions concerning personal time management and other work related activities.

• Decisions to be made in conjunction with Patient Assistance Center Department Head, Hospital Administrator and Top Management

· Decisions concerning new strategies to increase efficiency and affectivity of the Patient Assistance Center

· Decisions concerning client service levels in the hospital

· Decisions regarding regulatory and legislative requirements of third parties.

· Decisions concerning the approval and implementation of policies and procedures of the different departments.

· Decisions regarding conflict resolution on client complaint.

· Decisions concerning other departments in the hospital.

· Decisions concerning the corrective and preventive action to nonconformance findings (Internal and External)

Benefits:

• Company Christmas gift
• Free parking

Work Location: In person