Patient Relations Representative Monterey Park Hospital

Overview

Monterey Park Hospital, a 101-acute care facility located in the San Gabriel Valley of Los Angeles County, is seeking a Patient Relations Representative for our Business Development Department. This is a full-time, 8-hour day shift position reporting to the Chief Operating Officer.

The Patient Relations Representative checks patients' needs and makes daily rounds on patients. Conducts face-to-face patient questionnaire interviews/surveys; monitors the distribution of patient questionnaires and interview forms to discharged patients in conjunction with the Admitting Dept. Responds to referrals from patients, families, staff, and physicians, interviews individuals who request/need service, investigates and documents the results of each. Functions as an integral part of a patient s grievance mechanism for problems concerning patient care services;

follows through with complaints regarding hospital staff, medical staff, and other patients and visitors. Responsible for the timely resolution of patient problems and for assuring patient/guest satisfaction to the extent possible, given the parameters of the hospital policies and procedures. Advises patients regarding hospital s policies and procedures;
Explains hospital policies, procedures, and routines applicable to individual patients and their families. Prepares and analyses a monthly inpatient satisfaction survey report; evaluates the level of patient satisfaction with respect to their hospital experience and provides Administration, Dept. Managers and Medical Staff with the results of such data. Participates in appropriate community activities; acts as the hospital liaison between hospital and community in order to weave the hospital into the fabric of the community at the request of Administration.

Responsible for the coordination of the volunteer program. Coordinates patient transportation to and from the facility for discharged patients and scheduled procedures.

• High School Diploma or equivalent preferred.
• Possess good verbal and written communication skills.
• Bilingual in English/Chinese or English/Spanish required.
• Detail-oriented.