**ATRIUM MEDICAL CENTER** **PATIENT REPRESENTATIVE / CONSUMER RELATIONS** **FULL TIME / 8A-4:30P** **80 HOURS PER PAY PERIOD** The Patient Experience Patient Representative is to serve as a consultant and liaison between patient/family/legal representative, visitors, hospital and medical staff, and health care providers; actively listening to identify problems, seek solutions, and serve as a catalyst for change and performance improvement. The Patient Representative documents complaints and grievances or events identified, and report the findings and/or recommendations to appropriate leadership staff. While maintaining confidentiality, the Patient Representative performs problem solving and patient advocacy duties. The role is highly collaborative, interfaces and partners with all levels of the organization and medical staff, and proactively rounds in support of the patient experience. Education Minimum Level of Education Required: Bachelor's degree, *Will accept an associate degree with a signed Memorandum of Understanding (MOU) to obtain a bachelor's degree within five (5) years of being hired into the position. Experience Minimum Level of Experience Required: 1 - 3 years of job-related experience Preferred experience: Preferred experience – Customer Service Knowledge/Skills Outstanding customer service skills with strong verbal and written communication skills Ability to handle a broad diversity of people from all socioeconomic backgrounds, races and cultures Ability to exercise sound judgement and critical thinking skills, be action oriented, and service driven Develop, build and manage relationships and have stress management and leadership skills Problem solving, complaint resolution, and mediation skills Computer skills and experience with medical records Familiar with Medical Terminology **Notary from county of residence required** Able to maintain confidentiality Full knowledge and understanding of the regulatory requirements for Patient Rights and Responsibilities, the Complaint/Grievance Process, and HIPPA (privacy) to maintain compliance with Center for Medicare and Medicaid Services (CMS), The Joint Commission (TJC), and Ohio Department of Health (ODH) Prioritize and utilize time effectively