Patient Feedback Representative 1
Northeast Georgia Health System, Inc.

Job Info

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Improving the health of our community in all we do

Northeast Georgia Health System (NGHS)is a non-profit community health system on a mission of improving the health of our community in all we do. Our team cares for more than 1 million people across the region through four hospitals and a variety of outpatient locations. Northeast Georgia Medical Center (NGMC) has campuses in Gainesville, Braselton, Winder and Dahlonega - with a total of more than 700 beds and more than 1,100 medical staff members representing more than 50 specialties. NGHS also encompasses Northeast Georgia Physicians Group, a multi-specialty group with more than 65 locations, and The Heart Center of Northeast Georgia Medical Center, a cardiology practice with more than 15 locations.

NGHS

The Patient Feedback Representative is responsible for supporting patients and family members with questions about their NGHS experience via phone and in person. Collaborates with appropriate NGHS staff to provide a prompt and equitable resolution to their concerns. Maintains proper documentation and status of progress within the appropriate software systems.

High School Diploma or equivalent required.

• A minimum of three years of related experience required, with at least one year in a healthcare environment is preferred.
• Bilingual (English/Spanish) with the ability to pass a proficiency test is preferred.

Specific Knowledge, Skills and Abilities

• Excellent oral/written communications skills (English and the identified foreign language when applicable) and the ability to communicate effectively with patients/families, other healthcare staff and external providers of service. Provides interpretation services if able.
• Ability to handle complex, timely, and confidential information with discretion and possess the ability to prioritize tasks in order to deliver high quality work, with minimal supervision, against tight time deadlines and to work confidentially and sensitively.
• Demonstrate proficiency with computers software and all systems in the Department of Patient Experience.
• Ability to work effectively cross culturally.

Essential Tasks and Responsibilities

• Conducts investigations associated with complaints related to quality of care and compliance, including chart reviews, interviews with involved staff and communicating with patients to identify and reach appropriate resolution.
• Responsible for responding and following through on all patient inquiries, issues and concerns in a timely and accurate manner.
• Identifies and involves risk management when a liability is introduced.
• Meets with patients and family members to listen, ask questions related to their experience and collaborates with staff to ensure individual patient needs are proactively met.
• Documents investigation with patients and within feedback software to maintain regulatory compliance.
• Utilize effective verbal and non-verbal communication skills that demonstrate respect for the customer's unique values, beliefs, and practices.

Since first opening its doors in Gainesville in 1951, Northeast Georgia Medical Center has added hospital campuses in Braselton, Barrow and Dahlonega - and become Georgia's most awarded hospital. Some recognitions include being named to these lists:

America's 50 Best Hospitals- Healthgrades

100 Top Hospitals- Truven Health Analytics

100 Hospitals with Great Heart Programs- Beckers Hospital Review

America's Top Quality Providers- Carechex

Atlanta's Top 150 Workplaces- Atlanta Journal-Constitution

Healthcare's Most Wired Hospitals and Health Systems- Hospitals & Health Networks magazine

NGMC has also been recognized in recent years as Georgia's #1 Hospital for overall hospital care, overall surgical care, heart care, orthopedic surgery, women's care and more.

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