Position Overview
As a vital part of a hospital, patient relations representatives create a bridge between hospitals and patients/families.
Their work requires them to keep patients’ rights in mind, and they act as patient advocates.
As part of their work, patient relations representatives answer patients’ questions and explain the hospital’s policies and procedures to them.
Patient relations representatives act as mediators; they respond to patients’ complaints and ensure that they are provided with a positive experience while they are being treated.
As part of their job, patient relations representatives maintain communication with insurance companies and even analyze and interpret accounting data.
They also ensure that patients are referred to an appropriate health care provider or resource within a hospital and collect information regarding inter-institutional problems.
Since patients arrive at hospitals in a state of distress, they need someone to guide them through hospital procedures and generally help put their fears at ease.
Patient relations representatives serve this purpose and many more some of which are listed below.
See also: Patient Relations Representative Resume
Patient Relations Representative Duties and Responsibilities
• Ensure coordination of communication between patients and families and medical staff
• Provide patients and families with information on hospital services, procedures, and protocols
• Interview patients or families to determine the nature of care needed and direct them to the concerned health care providers
• Respond to patient inquiries regarding physicians and services
• Create and maintain liaison with insurance companies to inquire about payable or paid claims
• Analyze and interpret patient account data and facilitate payments
• Post patient demographic and financial entries into the predefined hospital database
• Respond to patients’ complaints regarding hospital services and ensure that concerns are handled properly
• Teach patients to use healthcare equipment on their own or in a home environment
• Assist patients with problems associated with hospital registration and admission
• Compile financial data and perform financial analysis assessments of uninsured patients
• Provide support by establishing payment arrangements for uninsured or underinsured patients
• Ensure that all concerns and complaints are directed to the concerned personnel within a hospital
• Perform crisis intervention duties with a view to facilitating resolutions
• Schedule meetings with patients or family members and ensure that the corresponding physician or hospital staff’s availability
• Effect change within the hospital system to ensure that patient experience is enhanced
• Suggest improvements to present hospital systems in a bid to make the system more workable
• Provide feedback to patients and families regarding their concerns and complaints