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About the Role
The Patient Relations Specialist is responsible for problem resolution, preemptive interventions, and serving as an internal consultant to assigned areas for maximizing patient satisfaction. This role partners with unit leadership on process and system improvements and collaborates with multi-disciplinary teams to create a patient and family-centered care environment.
Responsibilities
- Interprets patient rights for patients, families, and staff.
- Ensures understanding and adherence to hospital philosophy on patient rights and responsibilities.
- Represents administration and responds to, researches, and resolves patient complaints and grievances.
- Interprets hospital philosophy, policies, procedures, and services to patients, families, and guests.
- Provides timely, accurate, written documentation and follow-up.
- Works effectively with diverse patient and staff populations.
- Responds to patient and staff calls for assistance.
- Monitors and assists staff with family waiting lounges.
- Supports families in waiting areas.
- Identifies and evaluates patient perception of services.
- Promotes meaningful relationships with hospital staff.
- Serves as a liaison between patient and staff perspectives.
- Communicates with nursing leadership to identify patient and family issues.
- Researches and resolves patient issues following departmental standards.
- Answers inquiries and solves complaints with hospital staff involvement.
- Manages patient complaints and grievances.
- Maintains patient-specific files and complaint tracking systems.
- Formulates written responses for appropriate signatures.
- Gathers information for severe or sensitive grievances and escalates as needed.
- Investigates patient property issues and maintains systems for tracking loss complaints and reimbursements.
- Resolves lost property complaints efficiently.
- Mitigates losses through sound financial management practices.
- Channels patient care concerns, needs, and problems to appropriate departments for recommendations.
- Meets with patients, families, and physicians to collect data.
- Works collaboratively with staff to implement service recovery initiatives.
- Participates in hospital-wide efforts to enhance service excellence.
- Acts as an advisor to assigned areas for process improvement initiatives.
- Performs statistical analysis of patient satisfaction data.
- Facilitates analysis of trends to support corrective action.
- Assists with the implementation of patient satisfaction initiatives.
- Organizes and facilitates family meetings for complaint and grievance resolution.
- Provides patients with information on hospital and community services and resources.
- Assists with supervision and training of volunteers assigned to Patient Relations.
- Participates in continuing education programs to improve skills.
- Partners with the Grievance coordinator with the CLEAR program for significant safety events.
- Collaborates with the safety and quality team for case review and follow-up.
- Attends and participates in assigned areas Patient and Family Experience meetings.
- Rounds on assigned units and partners with leadership to promote early identification of potential patient/family issues.
- Identifies complaints or grievances related to litigation and refers them to appropriate leadership.
- Partners with Protective Services and unit leadership to de-escalate aggressive behavior.
- Performs other responsibilities and ad hoc projects as requested.
Requirements
- Minimum of 3 years of experience in patient advocacy, conflict resolution, or customer service at a healthcare facility or related service industry required.
- Demonstrated experience in problem-solving, written correspondence/documentation, and the ability to handle sensitive issues with minimal supervision preferred.
- Experience in patient relations, nursing, or other clinical work preferred.
Skills
- Excellent interpersonal and communication (both oral and written) skills.
- Consensus-building skills.
- Skills to diffuse charged situations.
- Excellent negotiating skills.
- Ability to work independently and collaboratively.
- Competency in technology for patient complaint management and reporting (Word, Excel, Access, PowerPoint).
- Computer literate with ability to learn various software.
- Expertise in statistical interpretation strongly preferred.
Location
- Onsite
Work Type
- Full-time
Experience Level
- Minimum 3 years experience
Education Level
- Bachelor's degree required in Human Services, Social Work, Nursing, Psychology, or a related field.
- Master's degree preferred.
About the Company
- To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Equal Opportunity
- EEO/AA/Disability/Veteran