Patient Representative

The McLaren system includes 12 hospitals across the state, ambulatory surgery centers, imaging centers, a 730-member employed primary and specialty care physician network, commercial and Medicaid HMOs covering more than 242,000 Michigan lives, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network, and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, a National Cancer Institute-designated comprehensive cancer center.

McLaren has 20,000 full-, part-time and contracted employees and more than 93,000 network providers throughout Michigan.

Provides follow up services to patients to ensure better customer service. Documents, analyzes, and implements programs to address patient concerns to help increase our customer satisfaction.

1. Serves as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.

2. Provides assistance and support to management in understanding survey reports and findings including:

Evaluates survey results, identifying trends and target areas for improvement.

Creates customized reports and presentations.

Assists leadership in the developing action plans based on report data; monitors plan results.

Monitors patient satisfaction “best practices” within healthcare industry; serves as organizational resource for related information.

3. Assists in the development and implementation of various customer care programs to increase the awareness of quality care for the patients and their families.

4. Assists in the development and implementation of policies and procedures that affect patient care and patient satisfaction.

5. Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for the organization.

6. Works with the patient, family members and medical staff as an advisor to facilitate the resolution of care issues.

7. Provides education regarding patient relations topics to hospital personnel

8. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

9. Complies with federal, state, and local legal and certification requirements by studying existing and new legislation; anticipating future legislation; enforcing adherence to requirements; advising management on needed actions.

10. Performs other related duties as required and directed.

Required

• Associate degree in business administration or related field

OR

3 years direct customer service experience

Preferred:

• Previous process improvement and customer service experience

1. Demonstrated expertise in quality management principles, methods, and tools and incorporating them into the daily operations of the organization.

2. Ability to understand, interpret, explain, and use data for patient experience activities.

3. Advanced skills in data management as well as the ability to collect, analyze, and present data to groups and individuals.

4. Competency in applying the principles, methods, materials, and equipment necessary in
providing services.

5. Ability to work effectively with all levels of staff.

6. Working knowledge of and proficiency in Microsoft Office.

7. Ability to manage ongoing projects and prioritize appropriately to meet deadlines.

8. Well-developed written, verbal, and presentation skills.

9. Mid to high level proficiency…