Covenant Health

Patient Representative, Consumer Relations

Full Time, 80 Hours Per Pay Period, Day Shift

Fort Sanders Regional Overview:

Fort Sanders Regional Medical Center is an award-winning, certified, and accredited facility with 541 beds. As a Joint Commission Comprehensive Stroke Center, Fort Sanders offers state-of-the art care that maximizes recovery from stroke.  We are also the region’s leader in technology in areas such as bariatric surgery, robotic surgery and minimally invasive spine surgery. Our door-to-balloon times for heart attack patients are below the national average, and our hip fracture center offers advanced diagnosis, surgery and recovery procedures for hip patients.

Fort Sanders Regional Medical Center is a member of Covenant Health, a locally-owned, non-profit health system based in Knoxville, TN, with a “patient-focused” culture. It has been recognized by Forbes Magazine as its 2020 “Best-in-State-Employer” for Tennessee. The CEO of our company, Jim VanderSteeg, attends every new employee orientation and will ask you to sign our pledge of excellence to always put patients first, strive for excellence in everything we do, and make Covenant Health the first and best choice for patients in our region. As you’d expect, we offer our employees a robust benefits package, including: offering unmatched medical insurance, tuition reimbursement; student loan repayment assistance, certification bonuses; leadership and professional development programs; an employer-matched 401(k); and a generous Combined Time Off (CTO) program.

Position Summary:

The Patient Representative humanizes the hospital experience for the patient and functions as an ombudsman and advocate between the consumer and the healthcare provider. The Patient Representative acts as primary contact for patients, families, staff- administration, and physicians with patient/visitor requests or complaints. Documents complaints/compliments and communicates with appropriate persons to move toward a resolve of the situation. Formulates reports as indicated and provides such to pertinent committees and persons. Provides patient support in cooperation with OL/Chaplain.

Recruiter: Jennifer Gordon || jgordon2@covhlth.com || 865-374-8107

• Assists patients, families, and visitors with hospital related concerns and questions.
• Ensures timely response and review of patient/visitor comments.
• Assists in ensuring and appropriate documentation and reporting system for patient/visitor problems or grievances and provides recommendations for resolution.
• Identifies and implements, as appropriate, patient/visitor input.
• Courtesy visit will be made to patient/families when stay exceeds five days. Such visits will be personal or through the use of volunteer visitors.
• Through regular visitation with patients and families will provide assistance and support.
• Provides services and care in a manner that enhances the hospital's environment and image.
• Facilitates cooperative format and informal working relationships with other departments and medical staff.
• Facilitates patient, family, and visitor satisfaction with services provided as much as is possible.
• Responds to requests for assistance from the critical care areas. Interacts with family members and provides emotional and spiritual support as appropriate or refers as needed.
• Familiar with hospital organization, policies, and procedures.
• Responds to Code Calls and offers assistance to family members as appropriate.
• Sits on FSRMC Ethics Committee
• Partners with PX to oversee Lost & Damaged patient belongings
• Communicates with nursing unit leadership persons on a routine basis to identify and discuss areas of concern, problems, and issues of relevance.
• Coordinates in cooperation with Volunteer Services for the utilization of Volunteer Patient Visitors.
• Maintains records and documents for departmental compliance with local, state, federal, and JCAHO requirements.
• Leads FSRMC Grievance Committee
• Ensures patient rights are protected.
• Establish and implement department policy and procedures.
• Provides assistance with patients/families in the understanding and completion of Advanced Directive documents.
• Maintains and promotes a personal, professional philosophy of community involvement by participating in professional and community activities.
• Attend and/or conduct educational offerings.
• Speaks to hospital and community groups as requested.
• Participates in hospital and community health related activities and peer groups.
• Active in professional association.
• Follows policies, procedures, and safety standards. Completes required education assignments annually.  Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• The Patient Representative supports the philosophy of the hospital, meets the standard of performance of the department, and demonstrates professional behavior.
• Assists in the development and attainment of annual departmental goals.
• Participates in various hospital committee meetings for problem solving, decision making, and communication.
• Perform other related duties as required and requested.

Minimum Education:

Non specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.  Preference may be given to individuals possessing a Bachelor’s degree in a directly-related field from an accredited college or university.

Minimum Experience:

Three to four (3-4) years of experience in a health care environment with exposure to various departmental working relationships. 

Licensure Requirements:

None