Patient Services Representative
52 weeks contract
San Francisco, CA 94109
Shift: Day 5x8-Hour (07:30 - 16:00)
Description:
Under general direction, is responsible for handling the review and resolution of patient complaints received by the medical center. Competently receives, investigates and resolves patient complaints and maintains adequate documentation. Works independently, exercising sound judgment and problem-solving skills to deliver excellent customer service results in a timely manner. Responsible for helping educate staff in the areas of communication, interpersonal skills, service, recovery, and effective complaint resolution, thereby enhancing the staff's customer service skills. Adheres to all local/state/federal regulations, codes, policies and procedures to ensure the privacy and safety of our patients, while delivering optimal customer service. "These Principal Accountabilities, Requirements and Qualifications are not exhaustive but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).
JOB ACCOUNTABILITIES:
GUEST RELATIONS COORDINATOR SERVICES• Responsible for personal contact with patients on a daily basis regarding customer satisfaction, patient rights issues and resolution of patient complaints.• Handles the intake of patient complaints, while fostering service recovery with the patient and/or their family and promotes their understanding of the medical center’s complaint procedures.• Coordinates the opening and closure of all patients' complaints in accordance with the protocol and time frames outlines in the medical centers’ complaint policy and applicable regulatory agencies.• Acts as liaison between patients, their families, hospital staff and volunteers to improve the patient experience, including arranging appropriate equipment and services, as necessary. CLERICAL• Completes documentation that clearly outlines the patient's concerns; to whom the complaint was forwarded to for review and follow up, the findings of the complaint review and the actions taken to address the complaint and whether or not the complaint was verified.• Performs and coordinates duties, according to the medical center’s policy and procedure, ensuring that tasks are completed within established departmental time frames. SAFETY• Maintains a clean, neat and safe working environment to prevent injury.• Assess patients’ physical and ambulatory safety requirements and assists in obtaining necessary medical equipment and/or care, upon arrival or discharge
EDUCATION: Equivalent experience will be accepted in lieu of the required degree or diploma. HS Diploma or equivalent education/experience
TYPICAL EXPERIENCE:
1 year recent relevent experience.
SKILLS AND KNOWLEDGE:
Customer service skills, including the ability to coordinate service recovery. Knowledge of healthcare processes and operations, including basic knowledge of risk management. Understanding of Centers for Medicare and Medicaid Services (CMS), The Joint Commission (TJC) and regulatory guidelines as they related to Patient Rights and Grievances. Possess outstanding written and verbal communications skills to explain information clearly and professionally to diverse audiences. Time management and organizational skills, including the ability to prioritize assignments and work within standardized operating procedures and scientific methods to achieve objectives and meet deadlines. Knowledge of computer applications, such as Microsoft Office Suite (Word, Excel and Outlook) and related information systems (electronic health records (EHR), MIDAS etc.) Prioritize assignments and work within standardized policies and procedures to achieve objectives and meet deadlines. Work independently, as well as be part of a team, accomplishing multiple tasks in an environment with interruptions. Identify, evaluate and resolve standard problems by selecting appropriate solutions from established options. Build collaborative relationships with peers and other healthcare providers to achieve departmental and corporate objectives.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Kritika Anant
kritika.anant@ustechsolutionsinc.com
# 25-32455
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