Patient Relations Executive (225-828)

The Patient Relations Executive plays a pivotal role in ensuring a seamless and satisfactory experience for patients within healthcare facilities. This position bridges the gap between medical staff and patients, making sure that the patients' concerns and needs are addressed effectively and compassionately. As the first point of contact, a Patient Relations Executive must possess exceptional communication and interpersonal skills to handle patient inquiries and complaints efficiently. The job demands a thorough understanding of healthcare protocols, patient rights, and service excellence standards. The aim is to promote a patient-centered environment where every individual feels understood, respected, and cared for. This role is critical in maintaining the trust and loyalty of patients towards the healthcare establishment, ultimately leading to improved patient satisfaction and retention.

Responsibilities

• Serve as the primary contact point for all patient-related inquiries and feedback.
• Facilitate communication between patients, family members, and healthcare providers.
• Address and resolve patient complaints promptly to ensure patient satisfaction.
• Educate patients and families on healthcare services, procedures, and policies.
• Ensure patient concerns are appropriately documented and communicated to relevant departments.
• Coordinate with clinical staff to ensure patient care meets quality standards.
• Conduct patient satisfaction surveys to gather insights and improve services.
• Analyze patient feedback to identify areas for service enhancement and staff training.
• Implement strategies to improve the overall patient experience in the facility.
• Maintain confidentiality of patient information in accordance with HIPAA regulations.
• Prepare and present reports on patient relations activities to senior management.
• Participate in healthcare committees to ensure alignment with patient care goals.

Requirements

• Bachelor's degree in healthcare administration, nursing, or a related field preferred.
• Minimum of 3 years experience in patient relations or customer service roles.
• Exceptional communication and interpersonal skills to manage diverse patient interactions.
• Strong analytical skills to interpret patient feedback and service improvement needs.
• Proficient in using healthcare management software applications and databases.
• Ability to work independently and collaborate effectively with healthcare teams.
• In-depth knowledge of healthcare regulations and patient rights policies.