Patient Relations Assistant (90000517)
Eskenazi Health

Division:Eskenazi Health

Sub-Division:Hospital

Req ID:21968

Schedule:Full Time

Shift:Days

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Exempt

Job Role Summary

The Patient Experience Assistant reporting directly to the Manager of Patient Experience. This position is responsible for providing a variety of administrative function that may be moderate to complex in nature. In addition, this position provides administrative support to the patient information/guest services area. This position will assist patient representatives with collections and data entry of patient/visitor patient experience: compliments/complaints and grievances related to Eskenazi Health. Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values.

Essential Functions and Responsibilities

• Responsible for correspondence, telephone coverage, calendar maintenance, and special projects
• Receives and screens inquiries (phone, mail, e-mail, web inquiries, MyChart and in person) utilizing appropriate judgment in responding or referring to other staff or to Eskenazi Health executives
• Completes a variety of administrative duties that include, but are not limited to: making copies, collating documents, distributing correspondence, facilitating tracking systems, maintaining filing systems, processing travel receipts, maintaining office supplies and equipment, managing meeting rooms, and managing mail
• Assures meeting materials are prepared and ready for review prior to meetings
• Responsible for ordering patient admission binders and supplies
• Responsible for ordering, assembling and disseminate discharge folders and patient care portfolios
• Coordination with AA management for implementation of Discharge Lounge
• Instills and exhibits a welcoming environment for guests and callers
• Provides administrative support for Patient Relations Representatives.
• Assists with collection and data entry of patient/visitor compliments and complaints related to Eskenazi Health.
• Participates in departmental planning, development, and implementation of the department's philosophy, goals, and objectives.
• Assesses/communicates the needs of the department to the manager; performs follow-up/refers appropriately.
• Provides assistance and serves as back-up to guest services staff when needed
• Clearly communicates concerns and questions to the appropriate party by keeping each consistently apprised of issues and situations that need attention
• Completes projects and special assignments by establishing objectives, determining priorities and appropriately managing time

Job Requirements

• Associate's Degree in Business Administration or related field with two years of administrative support experience OR in lieu of degree must have High School Diploma/GED with five years' clerical/secretarial experience
• Ability to work in a fast-paced environment
• Ability to provide exceptional customer service even in challenging situations
• Strong attention to detail
• Demonstrated ability to achieve high performance goals and meet deadlines
• Knowledge of medical terminology preferred for clinical areas • Intermediate knowledge of Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and Social Media web platforms

Knowledge, Skills & Abilities

• Ability to:
o Promote positive customer service relations
o Establish and maintain effective working relationships
o Set priorities and work independently
o Use various information technology systems
o Utilize SAP system for purchasing and tracking supplies
o Define, document, and analyze information for data entry
o Research and analyze information to develop valid conclusions, recommendations, and reports
o Be a self-starter and motivated to stay abreast of industry standards through management direction and guidance
• Excellent oral and written communication (including ability to use age appropriate communication skills) with excellent interpersonal, decision making, and problem solving skills.

Accredited by The Joint Commission and named as one of Indiana's best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.

Nearest Major Market: Indianapolis