Patient Service Representative - West Suburban Medical Center : Job Details

For over 100 years, West Suburban Medical Center has supported generations of families in the Oak Park and surrounding areas. Our kind, caring hospital staff have a passion to heal and make a difference in our community. We understand that our employees are the heart of our facility. If you are looking for a family atmosphere, a company committed to professional growth and a culture that embraces our five core values of Quality. Innovation. Service. Integrity. Transparency. PRIMARY JOB SUMMARY:The Patient Service Representative interviews patients (and families, when appropriate) to identify concerns and special needs that arise during their course of treatment within the hospital setting. The Patient Service Representative works directly with various members of the healthcare team, hospital departments, and administration to solve problems that patients and families may have with the goal of facilitating a positive patient experience. PRIMARY JOB QUALIFICATIONS: 3 years clinical experience in clinical specialty areaMust be able to demonstrate knowledge and ability necessary to provide direct and indirect services to nursing staff, physicians, students and community members.High School Diploma or equivalentBLS PreferredAbility to speak and write English to the extent necessary for safe and efficient performance of the job.PRIMARY JOB DUTIES:Utilizes the caring behaviors of empathy, active listening and cultural sensitivity and supports patient dignity. Establishes rapport with the patient and family to learn what is important to them about their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members. Listens and responds effectively to patient/family requests, concerns and complaints. Investigates concerns and complaints; communicates issues identified to appropriate staff and/or department leader. Reports findings from analysis of trends in patient feedback and complaints to the appropriate patient experience team(s); collaborates in the development of patient experience action plans. Interacts with patients/families and utilizes feedback to improve and reinforce satisfaction with the patient experience. Assesses patient or family questions and concerns and develops a plan to address needs. Communicates information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations. Initiates patient or family concern reports, as appropriate, when issues arise. Incorporates key concepts into communication with patient and family. Consults, collaborates, and cooperates with colleagues, peers, and supervisors in a professional manner to improve quality, effectiveness, and efficiency of patient care. Provides input into opportunities for system improvements. Understands and performs role in emergency situations (i.e., disruptive individuals, internal/external disaster, basic emergency codes). Meets mandatory department/organization job requirements within established time frames.West Suburban Medical Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.