Patient relations representatives are responsible for interacting with and providing great service to patients and their families, including responding to questions, filling out paperwork, providing information, and serving as liaisons for their institutions.
These representatives generally coordinate activities between different departments and handle all communication and complaints. They use a personal computer to log communications, send correspondence, and submit patients' applications, and they also conduct satisfaction surveys to improve company loyalty and service recognition. They must inform families and patients of all rights and responsibilities, and always follow strict privacy guidelines to respect the privacy of patients and their families. Strong communication skills are important to be able to solve inquiries and relay concerns to the appropriate channels, and they generally report their progress to a supervisor within the company.
Patient relations representatives may work in team settings with other medical and administrative professionals. However, they should also perform effectively on their own with minimal supervision. They must be proficient with office programs to write detailed progress reports, documents, and other important visitor information. They may also communicate with government agencies to obtain support for programs and enroll patients. They receive constant feedback and then refer these comments to improve the company's services, and they also work with billing departments. A high school diploma is generally required for this position, and prior experience in a similar position is highly beneficial. Industry certifications are also helpful.
Patient Relations Representative Tasks
Schedule and confirm patient appointments, check-ups and physician referrals.
Answer telephones and direct calls to appropriate staff.
Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
Compile and record medical charts, reports, and correspondence.
Interview patients to complete insurance and privacy forms.