Patient Relations Resume Sample
Magali McCullough
94151 Stracke Courts,
New York,
NY
+1 (555) 637 0455
Work Experience
Patient Relations Manager
09/2016
-
PRESENT
New York, NY
- Drive innovation in AbbVie’s advocacy approach by evaluating and selecting new ways to learn from patients, such as leveraging digital media, communicating patient needs to multiple stakeholders and partnering with third-parties outside the pharmaceutical industry to contribute to sustainable healthcare solutions
- Complies and is an advocate for the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives of AbbVie
- Oversees HCAHPS and VBP analysis--develops service targets, updates spreadsheets with accuracy, creates target/control charts for designated areas and works closely with PRC users
- Key Role in creating, coordinating, implementing and facilitating our service excellence initiatives across the system
- Responsible for coaching departments/surveyed areas for improved performance based on patient satisfaction survey results
- Initiates special projects and presentations to improve organization-wide outcomes and performance
- Assists departments and organizational services in developing and maintaining mechanisms for monitoring, assessing and improving performance and outcomes
Patient Relations Representative
08/2012
-
07/2016
Detroit, MI
- Helps maintain open communication lines between various service excellence and leadership development teams and the rest of the organization
- Coordinates rounding on designated unit(s), including Adult ED, to proactively seek out and address any patient satisfaction issues; prepares rounding reports
- Schedules and coordinates meetings, appointments; prepares materials for meetings; attends meetings as assigned, reports action
- Assists with photography and publications upon request
- Conducts daily rounds on patients to proactively resolve issues and to assure their experience meets and exceeds expectations
- Assists patients and families with the completion of the satisfaction survey prior to discharge
- Attends the Interdisciplinary Care Team meetings and actively participates by bringing issues forward for resolution
- Make recommendations for improvement based on patient and family feedback
- Provide a link between the hospital, patient and families, especially in area of conflict resolution concerning treatment or care
Patient Relations Liaison
07/2009
-
04/2012
Houston, TX
- Provide a formal mechanism for the investigation, resolution and recording of a patient complaint
- Welcomes newly admitted patients and their families to the hospital
- Works with the Admission Coordinator to ensure that rooms are prepped and in place, and that the hospital’s external and internal common areas are always tour-ready
- Ensures that new patients receive a completed and standardized Kindred admission kit upon their admission to the hospital
- Explains the Heart Service Recovery program to newly admitted patients and introduces the customer to the staff member who has been assigned to serve as that customer’s leadership representative
- Assesses the level of anxiety and understanding in patients, families and staff, intervenes to facilitate the reduction of stressors or problem issues, using multiple sources of information and assessment skills
- Plans realistic individualized patient and family goals in terms of times, measurable and behavioral, outcomes, in collaboration with other health care disciplines
- Assists patients/family with complex decision-making with treatment plans, life support issues, organ donation, advance directives and other related issues
Education
York University
2004 - 2008
Bachelor's Degree in Communications
Professional Skills
- Maintains an active external network; is aware of current best practice and ‘state of the art’ systems and processes; receptive to new ideas and opportunities
- Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors in every day performance and interactions
- Strong interpersonal, verbal, writing skills required. Strong verbal and writing skills required
- Strong business partnering / stakeholders management skills
- Excellent organizational skills and tremendous attention to detail
- Excellent spoken communication skills
- Rooming position: CNA, non-credentialed MA, EMT experience, or similar experience
How to write Patient Relations Resume
Patient Relations role is responsible for customer, events, crisis, litigation, finance, credit, training, database, procurement, security.
To write great resume for patient relations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Patient Relations Resume
The section contact information is important in your patient relations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Patient Relations Resume
The section work experience is an essential part of your patient relations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous patient relations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular patient relations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Patient Relations resume experience can include:
- Strong communication, prioritization, organizational and presentation skills with the ability to facilitate effective meetings
- Demonstrated excellent role model customer service skills
- Strong computer skills and ability to work independently
- Strong organizational skills and the ability to work independently in a fast-paced, complex environment
- Strong public relation skills
- Strong data management and entry skills
Education on a Patient Relations Resume
Make sure to make education a priority on your patient relations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your patient relations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Patient Relations Resume
When listing skills on your patient relations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical patient relations skills:
- Excellent analytical skills, including analysis, planning organizing and troubleshooting
- Typing skills (45 words per minute)
- Strong ability to multi-task and handle multiple and competing priorities
- Superior critical thinking and crisis management skills
- Prior experience making outbound calls to customers
- Experience in revenue cycle management or similar experience
List of Typical Experience For a Patient Relations Resume
1
Experience For Patient Relations Representative Resume
- Practices sensitivity to cultural diversity, and effectively interacting with a multicultural patient and guest population
- Proficiency in computer skills, including Microsoft Word, Excel and Outlook
- Diverse communicate skills required
- Develop methods for monitoring and measuring program effectiveness
- Prepare work schedules for staff ensuring coverage in all priority areas, ensuring operations are not compromised
- Work with multiple, ever-changing, priorities while maintaining composure and positive attitude
- Two (2) years health care experience involving problem solving and high customer contact
2
Experience For Patient Relations Coordinator Resume
- Three years progressive experience in an inpatient clinical care setting
- Assist the supervisor in determining need to revise or implement new internal policies and procedures to create a more effective program
- Demonstrates self-motivation and professionalism in dealing with patients and their families
- The Patient Relations Coordinator plays the lead role in championing the Patient Experience Committee
- Working experience in similar area, i.e. customer service
- Experience in a dental setting
3
Experience For Patient Relations Manager Resume
- Basic experience with electronic medical records (EMR) - and/or - computerized billing systems
- Basic experience with electronic medical records (EMR)- and/or - computerized billing systems
- Basic experience with electronic medical records -and/or- computerized billing systems
- Complete prior authorizations for UH Select patients, in partnership with physicians
- Strong clinical background required
- Strong computer knowledge in Microsoft Office (Access, Word, Excel and PowerPoint) required
- Developing and maintaining relationships with referring dental practices
4
Experience For Senior Patient Relations Representative Resume
- Working with internal partners,such as Sales and branch or homeclinicians, to align on plan of care to support patient during first thirtydays on service
- Understanding of, and appreciation for, HIPAA guidelines
- Answering patient phone calls (100 calls/day)
- Educating callers about company's product/service
- Maintaining notes on all patient phone calls
5
Experience For Manager, Patient Relations Resume
- Working knowledge of healthcare, Arkansas Laws, Rules and Regulations
- Opening - 6:45am - 5:15pm
- Closing - 8:45am - 7:15pm
- Being the internal ambassador of the patient-population and the figure-head of patient-centeredness
- Serving as a resource and maintaining appropriate resource listings/guides to better serve patients and guests
- Conducting audits of outpatient clinics on various aspects of customer service
- Welcome families entering the main lobby of the hospital building through staffing at the Welcome Center
6
Experience For Patient Relations & Health Communications Manager Resume
- Maintain personnel records regarding compensation, performance, counseling and appraising of productivity and efficiency for direct reports
- Provide information regarding directions to specific locations in the cancer center including clinics, inpatient rooms, cafeteria, rest rooms, etc
- Assist patients and their representatives with the process of requesting and picking up their medical records
- Provides education to staff, patients and the community on a regular basis regarding issues of patient rights and other patient relations issues
- Focuses on complaint resolution by assisting patients who request help due to dissatisfaction with logistics, personnel or any service provided by SMG or SHM
7
Experience For Patient Relations Liaison Resume
- Schedule patient testing with University Hospitals and all UH Select locations
- Provides instruction to families on the use of the Get Well Network during orientation.
- Visit units as needed to coordinate customer service practices and assist staff in management of challenging customer relation situations
- Assist the supervisor with preparing reports on concerns and grievance process and outcomes to appropriate departments and committees
- Assesses the urgency of risk related situations resulting from a complaint or grievance and determines appropriate actions
- Collaborates with Finance Department on billing concerns. Obtains approval from PatientBusiness Services and CFO for all reductions in bill or waivers
8
Experience For Supervisor, Reimbursement Patient Relations Resume
- Collects and files all information regarding patient complaints and compiles a patient complaint folder
- Provide bedside admissions to families as assigned during normal business hours
- Completes inpatient visitor badging process to ensure patient and associate safety
- Provides instruction to families on the use of the Get Well Network during orientation
- Maintains strict confidentiality/privacy regarding patient information
- Assists staff in meeting our Commitments to our Customers Anticipates family needs and responds promptly
- Complete required TransitionCoach patient tracking, welcome, admission, and established calls to patientsand any follow-ups needed after interactions
- Access enterprise patient hubto gather enterprise medications and support robust medication reconciliationprocess and reporting of outcomes
9
Experience For Patient Relations Administrative Associate Resume
- Whenappropriate, communicating with hospital staff to support readmissionprevention or other needs related to patient’s Caremark
- Develops and maintains patient relationshipswhile providing responsive service to assigned patient caseload
- Knowledge and ability to interpret patient rights and DOH grievance and patient safety reporting guidelines
- Documents patient/visitor concerns including synopsis of incident, actions taken to resolve, and outcomes
- Composes letters or emails to patients, visitors, physicians and/or leadership according to the terms of the UAMS grievance policy
10
Experience For Patient Relations & Communications Manager Resume
- Communicate with patients verbally and in writing throughout investigation
- Collaborate with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner
- Facilitate education and assistance to patients and staff regarding Patients’ Rights for legislative and regulatory compliance
- Provide information to patients regarding their scheduled appointments in accordance with HIPPA and cancer center policies and procedures
- Assist patients requiring supplemental medical oxygen
- Provide assistance to visitors who are inquiring how they can receive an appointment at the Cancer Center
List of Typical Skills For a Patient Relations Resume
1
Skills For Patient Relations Representative Resume
- Rooming position: CNA, non-credentialed MA, emergency medical technician (EMT) experience, or similar experience
- Experience in hospital environment and understanding of hospital operations
- Strong project management capacity to help driving results in a matrix organization
- Serves as a patient information resource for incoming phone calls to provide excellent customer service
- Demonstrate the value of Patient Relations, internally and externally
- Directly relevant work experience
- Customer service experience or successful completion of Providence internship
- Customer service experience or or successful completion of Providence internship
- Ablility to operate with minimal supervision
2
Skills For Patient Relations Coordinator Resume
- Customer service experience or successful completion of a Providence internship
- Customer service experience, or successful completion of Providence internship
- Medical office or health care experience
- Previous experience in data collection and analysis
- Working knowledge of cultural and organizational structures of Northwestern Medicine
- Play a key role in maintaining a high level of patient satisfaction by providing exceptional customer service
3
Skills For Patient Relations Manager Resume
- Work in conjunction with Patient Billing Services on billing concerns
- Function to support Sr. Patient Relation Coordination in liaison with Marketing on complaints generated by Social Media
- Responsible for handling the discharge process in a timely manner
- Act as the voice of patients within the company, to highlight patients’ needs and opinions to the management team and customer facing functions
- Act as a liaison between patients and UPMC Passavant departments in resolving patient complaints in accordance with the Complaint Management policy
4
Skills For Senior Patient Relations Representative Resume
- Collaborate with Security regarding lost items and replacement
- Collect all information regarding patient complaints and compiles a patient complaint folder
- Visit patients/families who request talking with someone about a complaint
- Ear Nose Throat (ENT)
- Vascular & Thoracic Surgery
- Friendly and Positive personality
- Build rapport with anyone quickly
- Liaison with providers to assist in management of social media complaints
5
Skills For Manager, Patient Relations Resume
- Interacts with patients/families who post complaints on social media as approproiate
- Initiate appropriate media opportunities in collaboration with HCOs and align on social media opportunities
- Deliver at least four internal communications pieces for the ANZ Affiliate in the first 12 months and help drive employee engagement
- Participates in the functions of the SJH Quality and Safety Department
- Be the first point of contact to patients or visitors in person or by phone
- The retail site features over-the-counter medications, an Express Care Virtual kiosk, examples of Providence’s community development and technological advancements in care
- Act as the voice of patients within the company, to highlight patients’ needs and opinions to the management team and customer facing functions, R&D, manufacturing etc
6
Skills For Patient Relations & Health Communications Manager Resume
- Build internal and external stakeholder relationships to enhance the perception of Novartis' commitment to improve patient outcomes by taking a patient-centric approach
- Previous experience in providing educational and/or training seminars
- Experience presenting information through various formats to small groups
- Demonstrated ability to work independently, to meet deadlines efficiently, to perform multiple tasks simultaneously, and to be highly self-motivated
- Collaborate with patient organizations to understand patient needs, finding common objectives and share information
- Lead cross-functional collaboration with communications, government and public affairs, market access, medical and marketing at a local and regional level as well as working with the local country counterparts to build capability
- Investigates and actively seeks resolution to problems and concerns identified by patients/families
- Represent the products and services of Providence Health & Services at a retail site within Portland International Airport (PDX) and most importantly, creates a human connection with every traveler by providing legendary customer service and reflecting Providence’s core values: respect, compassion, justice, excellence and stewardship
7
Skills For Patient Relations Liaison Resume
- Represent the retail site featuring over-the-counter medications, an Express Care Virtual kiosk, examples of Providence’s community development and technological advancements in care
- Have an in-depth knowledge of all these services and actively engages travelers and Port employees to understand and/or use these services
- Represent the products and services of Providence Health & Services at a retail site within Portland International Airport (PDX)
- Most importantly, create a human connection with every traveler by providing legendary customer service and reflecting Providence’s core values: respect, compassion, justice, excellence and stewardship
- Work at the retail site which features over-the-counter medications, an Express Care Virtual kiosk, examples of Providence’s community development and technological advancements in care
- Have an in-depth knowledge of all these services and actively engage travelers and port employees to understand and/or use these services
- Create a human connection with every traveler by providing legendary customer service and reflecting Providence’s core values: respect, compassion, justice, excellence and stewardship
- Work at a retail site features over-the-counter medications, an Express Care Virtual kiosk, examples of Providence’s community development and technological advancements in care
8
Skills For Supervisor, Reimbursement Patient Relations Resume
- Comfortable addressing and engaging the public
- Comfortable educating and sharing product features and benefits information with the public
- Intermediate proficiency in MS/Office products, including Word, and Excel
- Current driver’s license in state of residence, insurance, and clean driving record
- Have a in-depth knowledge of all these services and actively engages travelers and Port employees to understand and/or use these services
- Pharmacy Technician license (California State or National)
- Extensive background in direct customer service can be considered
- Rooming position: Certified nursing assistant (CNA), non-credentialed medical assistant (MA), emergency medical technician (EMT) experience, or similar experience
9
Skills For Patient Relations Administrative Associate Resume
- Medical office or healthcare experience
- Previous experience in patient advocacy
- Guest/Patient/Customer Relations Services required
- Happy, energetic personality and able to connect with our callers, guests, faculty, and Residents
- Communicate clearly and remain positive
- Can-do attitude and great work ethic
10
Skills For Patient Relations & Communications Manager Resume
- Use Excel, Word, PowerPoint
- Interprets the Patient’s Bill of Rights and other policies and procedures of the Hospital system. Ensures adherence to these policies
- Ensures Hospital adherence to Patient’s Bill of Rights, as required by law
- Fluency in English, 2nd language is an asset (i.e. French, German, Spanish)
- High capacity to deal with and manage ambiguity
- Communicates appropriately with other departments to ensure resolution of each incident.
List of Typical Responsibilities For a Patient Relations Resume
1
Responsibilities For Patient Relations Representative Resume
- Strong external network with agencies, consultants, strategists as well as traditional and social media players
- Around 5 years’ experience in Communications/Public Relations
- Coaches, mentors and monitors staff to represent Ambry’s vision for customer experience and excellence of care for any patient communication
- Gathers and assesses information regarding the patients concerns, and supports the patient’s perspective to other members of the healthcare team
- Innovative and curious approach
2
Responsibilities For Patient Relations Coordinator Resume
- Adhere to all AbbVie compliance requirements in dealings with Patients and HCOs, and achieve 100% compliance under the Medicines Australia Code
- Fluent level of English, 2nd European language is an asset
- Diversified communications, including product communications, social media strategy and implementation, issue management, patient relations, corporate communications, IR, media relations, stakeholder relations, policy
- Provide strong patient relations counsel on complex topics to very senior level leaders
- Network with and influence Novartis leadership teams of various functions at Global, Region and Country levels
- Demonstrated success in conceiving and implementing multi-year petient relations thought-leadership programs to enhance reputation, shape stakeholder environment and drive business agenda
- Superb oral, written communication and presentation skills
- Serves as a central resource for information concerning patient’s rights and responsibilities, advance directives, and ethical issues. Provides consultation on issues that impact patient rights
3
Responsibilities For Patient Relations Manager Resume
- Accurately assesses the patient’s ability to follow directions for completion of treatment
- Provide and promote excellent customer service and effect change wherever possible within the health system to enhance the experiences of patients/patients’ family members
- Developing and driving "patient relation" strategies and tactics which supports the corporate brand and the Product Brands
- Engaging with a variety of stakeholders on patient relations issues which have a significant impact on the availability of innovative medicines and personalized healthcare
- Uses communication methods appropriate for the patient developmental stage. Accurately assesses the patient’s ability to follow directions for completion of treatment
- Accurately document and report accounts of problems and activities on behalf of patients and families
- Assist volunteer activities associated with the Patient Representative function
- Carry out requirements of complaint management policy and procedure
4
Responsibilities For Senior Patient Relations Representative Resume
- Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing information for inquiry resolution
- Participate on committees related to family-centered care or service excellence
- Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their healthcare experience
- One year of customer service experience in a health care setting is required, or three to five years of customer service experience in a non-health care setting
- Attends outside organizational meetings for networking and continued learning for patient satisfaction
- Annual updates Patient Relations Program based on patient, family/visitor, staff and physician feedback coupled with competitor and other industry benchmarking
- Command resources, influence peers and multi-task
- Understand quality improvement principles
- Collects and/or analyzes patient satisfaction data and shares with peers and management in a manner that stimulates improvement
5
Responsibilities For Manager, Patient Relations Resume
- Communicates Patient's Rights and Responsibilities to patients and staff. Ensures information related to Patient Rights and Responsibilities is posted and available to patients, staff, visitors and family
- Communicates directly to department heads on complaint concerns and provides patient information
- Compiles patient and family/visitor feedback to identify process improvement and service enhancement opportunities
- Complete any other assignments or projects as directed
- Comply with all UPMC Performance Management competencies/behaviors and policies/procedures
- Coordinates liaison activity between patients and inpatient and outpatient departments
- Coordinates or participates in special event as appropriate
6
Responsibilities For Patient Relations & Health Communications Manager Resume
- Develops and responds to triggers which identify patients with needs that are outside of the scope of all other clinical and ancillary disciplines on assigned units
- Develops relationship with Nurse Leadership and staff from all departments which foster mutual support and innovative strategies to meet patient and family/visitor needs
- Develops relationships with Department Heads, Nurse Leadership, and appropriate staff to resolve complaints, improve customer service, enforce UPMC service standards and strategizes to improve abilities to meet patient needs. Serves as a formal and informal mentor for staff customer service skills
- Intervenes with crisis management skills in situations where there is need. Seeks assistance as needed
- Documents complaint information that prompts the opening of the case and all of the related documentation and follow up
7
Responsibilities For Patient Relations Liaison Resume
- Forwards all relevant complaints to Nursing Administration and Risk Management and participates in investigation as appropriate
- Interacts with Department of Health or other governing bodies on specific complaint investigation and follow up as requested
- Enter all complaints into Riskmaster
- Implements and participates in continual improvement of Patient Relations
- Investigates patient complaints from various sources (staff, family, visitors, patients, physicians, and written correspondence). Acknowledges with letter to patient within one week of receiving complaint on status. Adheres to all required elements of the complaint/grievance process
- Liaison between patient and family with care team
- Maintains a complaint/grievance log
- Maintains knowledge of Patient Rights and Responsibilities and ensures all information is accurate
8
Responsibilities For Supervisor, Reimbursement Patient Relations Resume
- Participates on Patient Satisfaction, Safety Committee and other committees as assigned to enhance employee morale and increase patient satisfaction
- Participates on quality improvement teams to enhance employee morale and increase patient satisfaction
- Periodically conducts patient rounds to identify opportunities for improvement
- Problem solves for complaint resolution by involving various hospital departments, listening to all of the concerns and compiling the investigation of the complaint and follow up to patient
- Reports all physician complaints. Obtains approval in regards to all correspondence to the case
- Reports all quality of care and potential litigation cases to Vice President of Patient Care Services, Director, Quality and Nurse Leadership within 24 hours or immediately if patient is still in the hospital. Obtains approval in regards to all correspondence to the case
9
Responsibilities For Patient Relations Administrative Associate Resume
- Responds to admission triggers which identifies patients with needs that are outside the scope of all other clinical and ancillary disciplines on the assigned unit. Works with the appropriate Nurse Manager to resolve any issues
- Utilizes critical thinking skills to anticipate needs and to respond to patient complaints and concerns to minimize impact of emergent events
- Works with Directors/Managers to update Patient Relations Strategic Plan annually, based on prior years reporting, feedback and industry benchmarking
- Works with other departments to provide in-services and education on customer service, service standards, patient satisfaction and patient rights and responsibilities
- One year customer service experience in a health care setting OR three years customer service experience in another setting required
- Proven ability to command resources and influence peers
- With the assistance of Medical Center staff and care providers, help facilitate both routine and emergency appointments
- Make arrangements to greet and/or escort patients or visitors to UMass Memorial Medical Center as requested by the Advancement Office staff and/or institutional leadership
10
Responsibilities For Patient Relations & Communications Manager Resume
- Cultivate positive relationships with established and potential patients, family members and advocates
- Acquire and maintain a broad-based knowledge of the health care services provided by UMass Memorial Health Care and be able to provide insights and recommendations as requested
- Research and distribute educational materials to patients and friends based on knowledge of the UMass Memorial Health Care system and its care providers
- Provide updates to UMMS/UMMHC senior leadership and Advancement Officer staff when necessary
- Provide on-call 24/7 coverage
- Familiarity with Microsoft Office Applications (Word, Excel, Access, PowerPoint)
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