Patient Relations Associate

What is a Patient Relations Associate?

A Patient Relations Associate (PRA) is a crucial member of a healthcare team, serving as the bridge between patients, their families, and the healthcare facility. They are primarily focused on improving the patient experience by addressing concerns, advocating for patient rights, and ensuring smooth communication. Think of them as the “customer service” representative for the healthcare setting, but with a strong emphasis on advocacy and support within a sensitive, often stressful environment.

Key Responsibilities and Duties:

The specific duties of a PRA can vary depending on the size and type of healthcare facility (hospital, clinic, nursing home, etc.), but generally include:

• Patient Advocacy:
• Acting as a liaison between patients/families and healthcare providers.
• Listening to and understanding patient concerns, complaints, and grievances.
• Explaining patient rights and responsibilities.
• Ensuring patient needs and preferences are considered in their care plan (as appropriate and within ethical/legal guidelines).
• Helping patients navigate the complex healthcare system (e.g., understanding bills, finding resources, scheduling appointments).
• Advocate for improved healthcare and hospital policy, taking into account feedback and patterns of complaints.
• Complaint Resolution:
• Receiving, documenting, and investigating patient complaints in a timely and efficient manner.
• Working with relevant departments (clinical staff, administration, billing) to find solutions.
• Communicating resolutions to patients and families in a clear and empathetic way.
• Maintaining confidentiality and adhering to HIPAA regulations.
• Communication and Education:
• Providing information and resources to patients and families.
• Explaining hospital policies, procedures, and services.
• Facilitating communication between patients and their care team.
• Conducting patient satisfaction surveys and analyzing feedback.
• Developing and distributing educational materials.
• Possibly conducting tours of the facility.
• Quality Improvement:
• Identifying trends in patient concerns to suggest improvements in processes, policies, and patient care.
• Participating in quality improvement initiatives and committees.
• Tracking and reporting on patient satisfaction metrics.
• Recommending changes to enhance the overall patient experience.
• Administrative Tasks:
• Maintaining accurate and detailed records of patient interactions and complaints.
• Preparing reports on patient relations activities.
• Scheduling meetings and coordinating communication.
• Managing correspondence (phone calls, emails, letters).
• Assisting other staff with deescalation or providing explanations when issues arise.

Skills and Qualifications:

• Exceptional Communication Skills: This is paramount. PRAs need to be excellent listeners, articulate speakers, and skilled writers. They must communicate effectively with people from diverse backgrounds and in potentially emotional situations.
• Empathy and Compassion: Understanding and sharing the feelings of patients and their families is critical. The ability to connect with people on a human level and provide genuine support is essential.
• Problem-Solving and Conflict Resolution Skills: PRAs need to be able to analyze situations, identify root causes of problems, and find creative solutions. They often act as mediators, so strong negotiation and conflict resolution skills are important.
• Patience and Diplomacy: Dealing with complaints and concerns requires patience, tact, and the ability to remain calm under pressure.
• Knowledge of Healthcare Systems: A strong understanding of how healthcare facilities operate, including patient rights, billing processes, and relevant regulations (like HIPAA), is necessary.
• Organizational Skills and Attention to Detail: PRAs handle sensitive information and must maintain accurate records. Good organizational skills are essential.
• Computer Proficiency: Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and potentially healthcare-specific software (e.g., electronic health records – EHRs) is typically required.
• Professionalism and Ethical Conduct: Maintaining a professional demeanor and adhering to strict ethical standards is crucial, especially regarding patient confidentiality.

Education and Experience:

• A bachelor’s degree is often preferred, and in some cases, required. Relevant fields of study include:
• Healthcare Administration
• Social Work
• Communication
• Public Relations
• Psychology
• Business Administration (with a healthcare focus)
• Previous experience in customer service, patient advocacy, or a healthcare setting is highly valuable.
• Some organizations may offer on-the-job training or require certifications related to patient advocacy or conflict resolution.

Career Path and Salary:

• Career Path: A Patient Relations Associate role can be a stepping stone to other positions within healthcare administration, patient experience management, or quality improvement. With experience and additional education, one could move into roles like:
• Patient Relations Manager/Director
• Patient Experience Manager
• Quality Improvement Specialist
• Healthcare Administrator
• Risk Management
• Compliance Officer 

Important Considerations:

• Emotionally Demanding: The role can be emotionally demanding, as PRAs often deal with people who are stressed, anxious, or in distress. Strong self-care strategies are important.
• High-Pressure Situations: PRAs may need to handle challenging or confrontational situations, requiring quick thinking and excellent de-escalation skills.
• Continuous Learning: The healthcare industry is constantly evolving, so PRAs need to stay up-to-date on best practices, regulations, and patient experience trends.

After completing this programme, participants will be able to: 

• Enhance their skill and capacities in counsel and assist visitors/patients who visits Healthcare Organization and provide with solutions

• Enhance skills for coordinating activities at Hospital Front Desk, Registration services & Coordination with healthcare team.

• Perform certain administrative task such as maintenance of records, paperwork, billing, coordination during patient referrals, administrative & basic management

• Enhance their knowledge in resource management, advocacy as a Patient Relations Associate

• Facilitate Customer Service Excellence and Patient Satisfaction

• Coordinate with Hospital Front Desk Coordinators and other billing staff for billing activities

• Develop skills to work out on medical software to maintain Hospital Information System

• Demonstrate professional behaviour, personal qualities and characteristics of a Hospital Front Desk Coordinator

• Demonstrate correct method of bio-medical waste management

• Demonstrate Basic Life Support, Cardio Pulmonary Resuscitation and other actions in the event of medical and facility emergencies

• Demonstrate good communication, communicate accurately and appropriately.

• Get along with, working with and co-operating with others

• Report concerns/issues/challenges to higher authorities as per escalation matrix