The Patient Relations Assistant is a first-line customer service representative for the Head, Neck and 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 patients’ 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.
Given the COVID-19 pandemic, and the need to protect patient, employee, and visitor safety, UK HealthCare is requiring all employees to comply with the COVID-19 vaccination policy prior to starting employment. Therefore, as of September 15, 2021, UK HealthCare requires all employees, including new hires prior to their first day of employment, to submit appropriate documentation showing, i) completion of the first vaccination against COVID-19, or ii) completion of the full vaccination series against COVID-19 (i.e., two weeks past completing their complete COVID-19 vaccination series), or iii) approved exemption (medical contraindications or a sincerely held religious belief) through the formal vaccine exemption process from the COVID-19 vaccination requirement. For those employees who have completed the first vaccination against COVID-19 prior to their first day of employment, the second vaccination (if applicable) must be completed following the vaccination recommended schedule to be considered fully vaccinated.