Patient Relations Representative, Forsyth

Northside Hospital; Cumming (GA); On-site; USD 36,000 - 56,000; Full time

Job summary

Northside Hospital is seeking a patient advocate to process complaints and concerns from patients, families, and visitors. You will serve as the first point of contact in the grievance process and help identify options for resolution while ensuring compassionate, confidential support.

The role requires strong communication, patience, and the ability to work with staff to improve service. A high school diploma and experience in advocacy or customer service are needed; bilingual skills are

Qualifications

• Requires a high school diploma or equivalent.
• Two years of experience in advocacy, public relations, customer service, or medical setting.

Responsibilities

• Process complaints and concerns from patients, families and visitors.
• Act as initial representative during grievance process and identify resolution options.
• Provide emotional support, referrals, and maintain professional, confidential communication.

Skills

Interpersonal skills

Organizational skills

Customer service

Written and oral communication

Problem-solving

Independent work

Education

High School diploma or GED or postsecondary education

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Processes complaints and concerns brought forward by patients, families and visitors. Serves as the initial representative for the organization during the grievance process and identifies options for resolution. Provides direct intervention with staff/patient/family conflict; acts as internal and external resource for referrals to meet customer's needs. Makes recommendations for process improvement on behalf of customers to increase the level of patient satisfaction. Maintains direct contact with patients of all ages, families, and visitors to provide emotional support, assistance, and the hospital grievances. The duties of this position require the exercise of courtesy and patience in speaking with patients, families, and others to maintain sound public relations.

REQUIRED

1. High School diploma or equivalent education (GED) or post-secondary education
2. Two (2) years of experience in an occupation requiring advocacy, public relations, customer service, or in a medical setting
3. Ability to type a minimum of 30 words per minute

PREFERRED

1. Associates, Bachelors or Master's Degree in Social Science, Business Administration, Health Administration, Education or related field
2. Demonstrated knowledge and skill with the Microsoft Office Suite application (specifically Microsoft Word, Microsoft Excel and Microsoft Teams)
3. Functional knowledge of patient registration, electronic health record and other patient information software/applications
4. Bilingual (Spanish preferred)
5. Strong interpersonal, organizational, and customer service skills
6. Excellent written and oral communication skills
7. Strong problem-solving skills and ability to work independently