Patient Relations Specialist

Major Responsibilities

Respond to and provides consultation, oversight, support and assistance with issues and concerns as they arise within the hospital regarding patients, patient family members, leadership and associates.

• Addresses the concerns of patients and/or family members and communicates with the hospital President regarding communications back to the patient/family member/visitor regarding their complaints and grievances
• Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues.
• Identifies and refers to the Risk Management Department any incidents or other issues that are considered high risk.
• Responds to on-call pager and takes immediate action when paged to various units and/or requests within the hospital, and assists the unit manager in resolving patient issues.
• Acknowledges and supports the information desks and volunteers when patient and/or family members have concerns.
• Assists department Managers in recognizing trends and provides consultation for process improvements in order to eliminate areas of customer dissatisfaction.
• Collaborates and partners with administrative managers to ensure that complaints are appropriately addressed and resolved.
• Responds immediately in person or by phone when Code H is activated by a patient’s family member.
  
  

Advises and assists hospital leaders in the coordination and follow-up of response and resolution of grievances.

• Advises and assists in creating innovative ways for hospital leaders as they seek resolution to issues.
• Patiently facilitates conversation with patient/families to uncover underlying situational dynamics.
• Maintains confidentiality regarding patient and employee information.
• Assists, as needed, in fulfilling requests for various patient/family situations within appropriate timeframes.
• Interacts sensitively with diverse populations and exhibit empathy toward individuals in all situations.
• Provides coaching and expertise for hospital leaders as they create their written and/or verbal response to patient concerns.
• Partners with the Risk Management Department in providing oversight and expertise regarding response letters created by hospital leadership
• Creates letters of response on behalf of the President when requested, by the President, to do so.
  
  

Responsible for the education and training of hospital leadership on the grievance/complaint process.

• Maintains an open door policy for Leadership staff as well as front-line associates who have questions regarding service recovery, or are seeking advice and/or consul regarding concerns, grievances, or service recovery implementation.
• Maintains a current listing of all database active users in conjunction with the department they are responsible for.
• Trains and educates new hospital leadership in the use of Good Samaritan Hospital’s Service Recovery Policy and the use of the Patient Relation Management System.
• Is available to respond to questions from hospital leadership regarding the use of the use of the Patient Relation Management System accounts.
  
  

Reports out daily at Safety Huddle on the number of grievances, who it is assigned to and the main reason for grievance.

• Generates daily MIDAS report of open grievances
• Attends daily safety huddle or provides information to a designee to report out
  
  

Provides good leadership and stewardship of resources related to service recovery and department budget.

• Works with SRCO and Risk Management when resolution to issue involves charge reduction.
  
  

Education/Experience Required

• Bachelors degree or equivalent experience
• 2-3 years of patient relations or health care needs coordination
  
  

Knowledge, Skills & Abilities Required

• Excellent problem solving and conflict management skills
• 3 years of experience preferred in direct customer service in a health care environment
• Knowledge of medical terminology
• Proficiency with PC
• Excellent written and verbal presentation skills
• Excellent interpersonal and customer service skills
• Strong organizational skills
• Professional appearance and behavior a must.
  
  

Physical Requirements And Working Conditions

• Ability to rapidly adapt to changing environment
• Ability to support and interact with daily operations
• Must be willing to attend educational activities related to patient relations work.
• Strong ability to interface with all levels of management to resolve patient complaints.
  
  

If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.