Patient Relations Assistant/UKHC

The Patient Relations Assistant is a first-line customer service representative for the Comprehensive Breast Care Center. This position will be responsible for respectfully acknowledging, greeting patients, and answering phones according to established guidelines. Other duties include: proactively identifying opportunities to provide a positive patient experience by anticipating patients’ needs (eg. provide directions/way finding), monitoring wait times for individual patients, communicating appropriate techniques such as “blameless apology” to manage patient wait time expectations. In addition, this position will be responsible for resolving patient complaints in an empathetic and timely manner, collaborating with teammates and leadership to prevent and resolve service failure process problems, and ensuring 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.