Patient Relations Coordinator

4 weeks ago


Dallas, Texas, United States Baylor Scott & White Healthcare Full time

Job Summary: The Guest Relations Representative plays a vital role in ensuring patient satisfaction by providing exceptional communication and support services. This includes visiting with patients to understand their needs, resolving complaints and concerns, and facilitating communication for non-English speaking and hearing impaired patients. The ideal candidate will possess excellent conflict resolution and patient-centered communication skills, with the ability to establish and maintain effective working relationships.

Key Responsibilities:
Facilitate patient satisfaction by visiting with patients to ensure their medical and non-medical needs are being met.
Utilize problem-solving techniques to resolve patient complaints and concerns, following established policies and procedures.
Work with BSWH departmental personnel to offer support, concern, and empathy to patients and guests.
Obtain patient and family feedback on services provided by BSWH, documenting and reporting complaints, concerns, and compliments to involved departments and administration.
Assist patients and families with interpretation through American Sign Language, written translation, and verbal language interpretation, arranging staff, volunteers, and/or vendors to provide in-person communication by a credentialed interpreter, providing access to telephonic vendors, and utilizing conference calls through language line.
Explain medical center policies and procedures and provide guests with general information about BSWH facilities.
Provide in-service training on international patient protocol for BSWH physicians and staff.
Coordinate international patient care to ensure they meet financial requirements and/or provide insurance coverage information through BSWH financial departments before treatments.
Meet with international patients as needed to facilitate patient satisfaction.
Round in the Emergency Department reception area and patient care areas to facilitate communication of policies and procedures of the Emergency Department, patient needs, and provide good customer service.

Requirements:
Associate's or 2 years of work experience above the minimum qualification.
1 Year of Experience.
Excellent conflict resolution and patient-centered communication skills.
Ability to establish and maintain effective working relationships.
Proficiency with computers in the Microsoft Office suite of software desired.
Ability to multi-task in a fast-paced environment.



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