Patient Services Representative - CRI

California Rehabilitation Institute

• A Joint Venture with Cedars, UCLA andSelect Medical*

Century City / Los Angeles, CA

Patient Services Representative - Per Diem (shifts vary) Pay Rate $26.00/Hour Position Summary Responsible for providing patients and visitors a point of customer service for concerns related to the care received and for allocating resources within the department to provide service recovery and ensure positive patient outcomes.

Specific Duties

• Welcomes all new patients and assists in their orientation to the hospital. Answers routine and frequently asked questions. If unable to answer questions, refers specific questions/concerns to the appropriate team member.
• Demonstrates excellent communication and interpersonal skills including in-person, by phone or in-writing. Communication skills include being articulate, active listening skills, appropriate body language, being patient and polite.
• Assists with day-to-day functions, events and services that promote an excellent patient experience.
• Responsible for the distribution, collection and data entry of the hospital patient satisfaction survey. Rounds on patients daily to discuss patient experience with emphasis on the importance of survey completion and submission.
• Serves as patient ambassador in soliciting patient testimony of exceptional care and communicates staff compliments to staff and management. Ensures patients have the various internal and external methods in which to communicate a positive hospital experience.
• Identifies and understands patient concerns/complaints and is able to escalate to the appropriate department manager immediately. Provides service recovery, feedback and assurance that concerns have been resolved wherever appropriate. Demonstrates problem-solving skills to determine solutions to patients concerns. If unable to resolve, escalates concern to the appropriate leader.
• Provides testimony to leadership of safety stories including the good catches and the opportunities.
• Participates in hospital committees/activities such as Employee Engagement Committee, Patient Experience Committee, as requested. Assists in supporting patient focused service initiatives.
• Must act in a professional manner in dress and conduct at all times.
• Maintains and enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
• Performs other duties as requested.

Minimum Qualifications

• Requires skills in report writing, problem solving and critical thinking.
• Requires computer literacy and the ability to utilize additional software programs as implemented.
• Requires experience assisting and serving a variety of diverse cultures and patient populations.
• High School graduate or equivalent preferred.
• Previous experience within a healthcare customer service role preferred.