The Patient Relations Assistant is a first-line customer service representative for the Head, Neck & Respiratory clinic within our Oncology service line.
This position will be responsible for respectfully acknowledging, greeting patients, and answering phones according to established guidelines.
Other duties include: proactively identify opportunities to provide a positive patient experience by anticipating patient needs (e.g., provide directions/way finding), monitor wait times for individual patients, use appropriate communication techniques such as “blameless apology” to manage patient wait time expectations.
In addition, this position will resolve patient complaints in an empathetic and timely manner, collaborate with teammates and leadership to prevent and resolve service failure process problems, and ensure proficient patient registration.
The Patient Relations Assistant also uses electronic tools to ensure patient insurance eligibility, and recognizes and provides initial resolution of errors in computer system.