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Company Name : Temple University
Location : Philadelphia, PA
Position : Patient Representative
Job Description : The Patient Representative is to provide a liaison between patients and clinical administration and clinical departments for the School of Dentistry.
Responsibilities include: advises and facilitates solutions around concerns expressed by patients, in collaboration with departmental staff, providers and administrative leaders; establishes and maintains effective working relationships with administrators, providers and staff at all levels to support daily continued improvement for the patient experience in order to mitigate risk; directs patient inquiries and concerns to appropriate staff members and may act as an intermediary to administration on behalf of patients and their families; identifies and assesses communication problems which may arise between the patient and his/her dental healthcare team; participates in investigating and/or managing patient complaints; encourages understanding and adherence by staff and patients to the school’s policies concerning patient rights and responsibilities. In addition, the Patient Representative functions include answering patient questions, handling patient concerns, assisting patients in understanding clinic administrative procedures relating to their treatment, facilitating the resolution of problems between patient students, investigating and documenting concerns for presentation to clinical administration, responding to requests for records duplication of patient records, assisting in the review of charts for inactivation or completion, and providing back-up support to Clinic Operations when necessary; training of staff in communication with patients and students and problem resolution is an important part of this position and supervision of staff interacting (scheduling) with patients is part of this position. Perform other related duties as assigned.
At Temple, you will find it easy to fit in while staying true to yourself. We value what makes each employee unique and strive to maintain a culture of diversity and inclusion. As an employee, you will enjoy our collaborative team-based culture that values innovation and creativity.
Visit https://careers.temple.edu/careers-temple to learn more about the benefits of working at Temple University.
Required Education and Experience:
At least 3 years of directly related experience within a healthcare setting. An equivalent combination of education and experience may be considered.
Required Skills and Abilities:
Knowledge of patient care processes and patient complaint management.Excellent counselling skills to diffuse difficult situations.Strong customer service background.Ability to research information.Computer literacy required.Training skills in models of communication and conflict resolution.Excellent customer services skills with the demonstrated ability to calmly handle various complaints, problems, and questions.Must be able to work with a diverse population of students, faculty, staff, and other external contacts.Must have great attention to detail and sound judgments with the ability to multitask, prioritize work and make independent decisions for complex issues.Must have excellent written and verbal communication skills.
Temple University values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.
In accordance with the City of Philadelphia’s COVID-19 mandate, all Temple University students, faculty, staff, and contractors must be fully vaccinated before receiving authorization to work unless they have a medical or religious exemption approved by the University. An individual is considered fully vaccinated two (2) weeks following the second dose of the Pfizer or Moderna vaccine or two (2) weeks following a single dose of the Johnson & Johnson vaccine. Individuals who do not meet the University’s vaccination or exemption requirement will be prohibited from working until proof of full vaccination or an exemption is requested and approved. For more information, visit the University’s Vaccines web page at https://www.temple.edu/coronavirus/vaccines.
Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and follow applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
To obtain additional information about Temple University please visit our website at www.temple.edu.
Temple University’s Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety and can be found at: https://safety.temple.edu/reports-logs/annual-security-report
You may request a copy of the report by calling Temple University’s Campus Safety Services at 215-204-7900.
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