Quality Assurance Nurse-Patient Relations

Job Detail

• Job Title:

  Quality Assurance Nurse-Patient Relations

• Department:

  60180-Office of Patient Experience

• Location:

  Farmington

• FTE%:

  1

• Shift

• Search #:

  2025-1068

• Closing Date:

  04/06/2025

• Recruiter:

  McNamara, Elizabeth

Additional Links:

• This position is Benefit eligible; click here for an overview of available benefits.
• This position is covered by the UHP Bargaining Unit; click here to review the current UHP Contract.
• This position is in salary group UHP-10; click here to review the current UHP Pay Plan

UConn Health is searching for a Registered Nurse Patient Relations Quality Assurance Specialist. This position is accountable for coordinating patient complaints and grievances, monitoring patient experience performance measures and facilitating compliance with regulatory requirements. This position will work in the Office of Patient Experience located in Farmington, CT

COMPREHENSIVE BENEFITS OFFERED:

• Industry-leading health insurance options and affordability

• Multi-channel retirement options (pension and match options)

• Tuition waiver and reimbursement for employees and qualified family members

• Quick commute access from I-84, Route 9 and surrounding areas

• State of the art facility and campus environments

• Progressive leadership and educational development programs available

SCHEDULE: Full time, 40 hours per week, 8:00 a.m. to 4:30 p.m. 30-minute unpaid meal break.

SUPERVISION EXERCISED: May perform lead/supervisory responsibilities as assigned.

EXAMPLES OF DUTIES:

• Investigates, resolves, documents communicates and reports patient/visitor complaints and grievances; ensures compliance with regulatory requirements.

• Identifies potential impact of patient complaints on legal, regulatory, ethical, political and public image concerns.

• Responds to patient/family complaints/grievances and triages appropriately.

• Reviews clinical charts and interprets medical record documentation to facilitate responding to patient/family concerns.

• Ensures cases are documented completely and timely; leverages new and existing databases for efficiency of record keeping.

• Supports patient rights and responsibilities, advocates for patient/family needs, and facilitates the resolution of patient/family concerns.

• Promulgates standards for patient experience activities for proactive prevention of complaints and reactive responses.

• Identifies and communicates complaint and grievance trends and issues. Provides leadership with information on areas of improvement opportunities throughout the organization.

• Makes recommendations for change; collaborates with key stakeholders to implement system-wide patient experience improvements.

• Provides consultation and education to staff regarding optimal approach to prevent and resolve patient complaints; provides assistance with specific situations.

• Maintains a close working relationship with and coordinates efforts with diverse areas if the organization to resolve complaints and to address issues to prevent future complaints.

• Drafts response letters and other correspondence to patients, families and insurance carries on behalf of UConn Health leadership.

• Arranges, mediates and facilitates meeting with patients and families to foster satisfactory resolutions when appropriate and under guidance from manager.

• Respects diverse vies and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance towards all employees, patients and visitors.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Considerable knowledge of the principles practices, and current trends in patient relations, regulatory compliance and clinical care standards.

• Knowledge of quality assurance methods, applicable program rules and relevant State and Federal regulations.

• Knowledge of medical/technical terminology.

• Must have strong interpersonal, oral, and written communication skills, with the ability to maintain professional demeanor with patients, visitors, staff and physicians in high-stress situations.

• Considerable knowledge of office procedures and etiquette.

• Proficient with data analysis and use of Excel and Microsoft Word.

• Ability to take initiative, to organize and prioritize work in a fast paced, high volume setting, and to be receptive to change.

• Some supervisory ability.

EXPERIENCE AND TRAINING:

• Bachelor's degree in Nursing and minimum four (4) years inpatient clinical experience.

SUBSTITUITION ALLOWED:

• Master's degree in Nursing and one (1) year inpatient clinical experience.

SPECIAL REQUIREMENTS:

• Must possess and maintain a license in the State of Connecticut as a Registered Nurse.

• Two (2) years of General Experience must be from a closely related role as a Nurse Leader, Quality Assurance, Patient Advocate, Patient Relations, Patient Experience representative or specialist.

PREFERRED QUALIFICATIONS:

• Certified Professional in Patient Experience (CPXP)

• Experience with Datix or other compliant/complaint feedback/quality reporting systems.

• Experience reviewing electronic patient medical record, I.e. EPIC

MINNIMUM SALARY: $87214

Why UConn Health

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.

Salary : $87,214