Patient Relations Specialist

About Us:

At Sinai Chicago, we take health care personally. Excellence in health care is about more than just medicine, technology, tests and treatments, it is about really caring for people with dignity and respect. That’s what we do. We are dedicated to providing the best care to meet the needs of people, for our community, for our patients and for you.

Position Purpose:

As a frontline caregiver, the patient relations specialist serves as a liaison or bridge to address patient complaints/grievances through a prompt investigation process that requires timely documentation as mandated by law, regulations, and accreditation standards.

Key Job Activities:

• Uses the Acknowledge, Introduce, Duration, Expectation, and Thank you (AIDET) communication model to provide empathetic, non-judgmental, supportive active listening and interactions that promote respect for a patient or representative.
• Remains calm and poised when working with challenging individuals, discussing sensitive or emotional subject matter, or in response to unsolicited provocation.
• Follows Hear, Empathize, Apologize, Respond, and Thank you (HEART) as the standard service recovery communication model.
• Is mindful of cultural, gender, and religious/spiritual perspectives that may influence the patient’s perspective on illness, the treatment plan, and healthcare.
• Thoroughly investigates grievances based on CMS guidelines and the system-wide policy.
• Partners with Risk Management, Patient Safety, Quality Improvement, Financial Billing, Regulatory and Leadership across the organization for service recovery (patient satisfaction) and improvements.
• Effectively communicates and collaborates with various healthcare teams and leaders to promote behaviors of excellence and safe quality compassionate care.
• Uses patient feedback to identify trends and recommends policy, procedure, and service improvements.
• Uses interpreter services for non-/limited English, and deaf/hard of Hearing patients or representatives.
• Educates caregivers and patients on Patient Rights and Responsibilities.
• Routinely conducts inpatient unit-based intentional rounds according to established guidelines.
• Provides clear, concise, timely, and well-written communication and documentation.
• Serves to facilitate a patient’s navigation through the complexities of the healthcare system continuum.
• Recognize barriers to care coordination and works with patients and team members to overcome them.
• Performs other duties as assigned.

Education and Work Experience:

• High school diploma/GED required. Associate degree in Social Work, Psychology, or a related field preferred;
• OR Equivalent healthcare experience as an interdisciplinary team member.

Knowledge and Skills:

• Knowledge of the Patient Bill of Rights, Conflict Resolution, De-escalation Techniques, Negotiation Strategies and/or Problem Solving.
• Ability to use Microsoft Office (Word and Outlook)
• Bilingual (Spanish) preferred.
• Experience Preferred in EPIC and MEDITECH software systems preferred.

Certifications/Licenses:

• Advocacy, Counseling, or Social Work optional  

Workplace Conditions:

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear
• The employee frequently is required to walk and stoop, kneel, crouch
• The employee is occasionally required to stand
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus

WORK ENVIRONMENT:

• General office environment and the noise level in the work environment is usually moderate

BLOOD-BORNE PATHOGEN EXPOSURE CATEGORY:

  Category 1 - Job usually involves contact with patients or patient’s specimens.  Exposure to blood, body fluids, non-intact skin or tissue specimens, is possible

  Category 2 - Job may expose incumbent occasionally or in emergency situations to blood, body fluids, non-intact skin or tissue specimens

x Category 3 - Job does not involve exposure to blood, body fluids, non-intact skin or tissue specimens.  Incumbent does not perform or help in emergency medical care or first aid as a part of his/her job.

Benefits:

Sinai Health System’s goal is to provide you with the most comprehensive benefit package possible while balancing our fiscal commitments and obligations. Sinai Health Systems currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage. Along with Employer Paid Life and Accidental Death & Dismemberment (AD&D), Supplemental Life, Short-Term and Long-Term Disability, Health Savings Account (HSA) and Flexible Spending Account (FSA), Employee Assistance Program and Student Loan Assistance. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Sinai Health Systems.

Registry (per diem) Caregivers are caregivers who work less than 1,000 hours in a calendar year.  Registry caregivers are employees of Sinai Health System but are typically on an as needed basis.  These caregivers may be called upon to cover full-time or part-time caregivers during PTO events or sick leave as well as to provide supplemental coverage.  Registry Caregivers are not eligible for Sinai’s benefit programs with the exception for Sick-C, PPO Medical Plan, Employee Assistance Program (EAP) and non-match eligible contribution to the Sinai Health System Consolidated 403(b) retirement savings plan.

Living the Values:

• TEAMWORK - Caregiver works together with other caregivers to create and maintain an inclusive workplace where differences, inclusivity, conflict resolution and open communication are valued
• RESPECT - Caregiver shows mutual respect and fairness, treats each person with dignity and encourages each individual’s unique talents and contributions
• QUALITY - Caregiver improves our services by following protocol and suggesting improvements based on observations, continuous learning and industry best practices
• INTEGRITY - Caregiver holds self and others accountable for their actions and are honest and ethical in all dealings
• SAFETY - Caregiver practices behaviors that promote safety for all patients, visitors, and caregivers
• ROLE MODEL - Caregiver is a dependable role model and champions our values through their daily interactions with patients, customers and coworkers