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Become A Patient Relations Representative

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Working As A Patient Relations Representative

  • Documenting/Recording Information
  • Performing for or Working Directly with the Public
  • Getting Information
  • Assisting and Caring for Others
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Unpleasant/Angry People

  • $37,190

    Average Salary

What Does A Patient Relations Representative Do At Community Health Systems

* Include the following _.
* Other duties may be assigned._
* Answers patient inquiries regarding accounts and responds to voicemails within 2 Business Days
* Processes received mail within timely manner (2 Business Days)
* Processes and posts credit card payments daily in accordance with policy
* Verifies insurance coverage as communicated by the patient prior to adding coverage in the Athena software and sets the claim for rebilling
* Establishes payment arrangements according to policy(s) as requested
* Closes Payment/Deposit batches daily/monthly as requested
* Logs calls in Ticketing System for both inbound and outbound calls
* Supervisory Responsibilities:
* This job has no supervisory responsibilities
* Competencies:
* To perform the job successfully, an individual should demonstrate the following competencies:
* Analytical
* Collects and researches data; Uses intuition and experience to complement data
* Customer Service
* Responds promptly to customer needs
* Interpersonal Skills
* Maintains confidentiality of all patient information and company documents
* Oral Communication
* Listens and gets clarification; Responds well to questions
* Written Communication
* Able to read and interpret written information
* Professionalism
* Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position
* Quality
* Demonstrates accuracy and thoroughness
* Quantity
* Meets productivity standards
* Adaptability
* Adapts to changes in the work environment
* Attendance/Punctuality
* Is consistently at work and on time

What Does A Patient Relations Representative Do At Cleveland Clinic

* Visits patients in the hospital or assigned units on a daily basis.
* Assists in providing the highest level of satisfaction with patient care under the supervision of unit management or designee.
* Reviews daily appointments, discusses appointment times with patients and communicates with various departments regarding patient appointment times.
* Visits assigned patients in order to effectively resolve issues.
* Provides information to patients and their significant others (i.e., patient or family asks for information regarding diet or activity guidelines, Patient Service Relations Rep will provide informational handouts and place consults under the direction of the RN).
* Investigates and resolves patient complaints.
* Meets with patients and patients' families to solicit basic problems and concerns (e.g., dietary, housekeeping needs).
* Provides immediate service, usually same-day resolution of problems.
* Investigates and analyzes patient grievances to determine nature of problem and take appropriate remedial course of action.
* Works to prevent grievances from arising by analyzing data to identify patterns of recurring problems and recommending changes in systems, policies, procedures and practices to prevent the same.
* Cultivates patient awareness and a patient-service mentality among employees to enhance patient satisfaction.
* Acts as an internal consultant and referral system for management of optimal patient satisfaction.
* Serves as liaison within various departments to resolve patient complaints.
* Contacts necessary departments, follows through with departments and patient to ensure problem resolution.
* Establishes results-oriented professional relationships in order to realize institutional goals and objectives while focusing on patient satisfaction.
* Collects data and creates database reports on patient issues.
* Provides data reports utilized by the Patient Satisfaction Committee to assess quality care.
* Performs daily and ongoing satisfaction rounds on each patient to ensure level of satisfaction with care as optimal.
* Collects data and performs statistical analysis to provide evidence based best practice to enhance patient satisfaction

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How To Become A Patient Relations Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Patient Relations Representative jobs

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Patient Relations Representative Demographics

Gender

  • Female

    80.9%
  • Male

    17.3%
  • Unknown

    1.8%

Ethnicity

  • White

    78.6%
  • Hispanic or Latino

    14.2%
  • Asian

    5.1%
  • Unknown

    1.6%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    55.0%
  • Russian

    10.0%
  • Chinese

    5.0%
  • Vietnamese

    5.0%
  • Cantonese

    5.0%
  • French

    5.0%
  • Mandarin

    5.0%
  • Ukrainian

    5.0%
  • Arabic

    5.0%
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Patient Relations Representative

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Patient Relations Representative Education

Patient Relations Representative

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Top Skills for A Patient Relations Representative

ClinicStaffCustomerServiceElectronicMedicalRecordPatientRelationsInsuranceInformationPatientInformationSchedulePatientAppointmentsInsuranceCompaniesPatientCarePatientSatisfactionMedicalStaffMedicaidPhoneCallsMedicalFacilitiesEmergencyFrontDeskPatientInquiriesDemographicInformationHippaOfficeSupplies

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Top Patient Relations Representative Skills

  1. Clinic Staff
  2. Customer Service
  3. Electronic Medical Record
You can check out examples of real life uses of top skills on resumes here:
  • Facilitate communication between patients, providers, clinic staff, internal and external customers to support patient care.
  • Provided conflict resolution and customer service to officers and patients.
  • Update and maintain patient electronic medical record.
  • Direct and supervise the activities of the Patient Relations Volunteer staff.
  • Updated patient information and insurance information into the computer.

Top Patient Relations Representative Employers