What are the responsibilities and job description for the Patient Relations Specialist (part-time) position at Tufts Medical Center?
PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:
- 1. Processes and follows up with patient inquiries via, email, phone, fax, mail and from internal resources.
2. Acts as liaison and support for patients and/or families with questions, seeking help or having difficulty navigating the healthcare system through in-person visits, telephone, email, or patient surveys.
3. Serves as the patient's representative in communicating patient concerns regarding care or service to
involved departments and services. Utilizes electronic feedback system to record activity.
4. Investigates complaints through chart review, interviews with clinical leadership and staff, and topic
research. Compiles findings.
5. Communicates findings back to patient/family. Develops response letters to complaints and grievances as defined by DPH and CMS, respectively.
6. Provides recommendations for the most efficient resolution of patient complaints
7. Maintains timely and accurate log of complaints and complete files including complaint, investigation, and follow up as required by the DPH and CMS.
8. Helps prepare reports on Patient Relations activity for internal quality committees and regulatory reporting.
9. Determines reimbursement for patient lost items and coordinates reimbursement for critical personal items such as glasses, dentures, hearing aids.
10. Participates in and utilizes training programs that assist and promote effective patient service techniques.
11. May provide assistance to patients and appropriate hospital staff seeking information concerning billing and collection problems. Researches accounts to assess and resolve problems and ensures that issues are addressed in a professional, efficient and courteous manner.
12. May serve as an active member of the Ethics Committee.
Preferred Qualifications:
1. Bachelor's degree in healthcare management.2. Three (3) years of related experience in the healthcare industry.3. Board Certified Patient Advocate (BCPA).THIS POSITION IS 24 HOURS A WEEK
SKILLS:
- Must have a working knowledge of CMS and JCAHO standards related to patient grievances
- Analytical ability is required to investigate patient complaints/grievances and prepare reports
- Must have excellent interpersonal skills to communicate with patients, families, medical staff to effectively deal with conflicting views or issues and mediate fair solutions
- Excellent well developed writing skills required
WORKING CONDITIONS/PHYSICAL DEMANDS:
1. Normal office setting.
2. Frequent contact with patients, medical staff, and department personnel.
Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home - an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.
