Clinical Relations Partner

About the role

Clinical Relations at Intermountain Health is actively involved in improving the experience and quality of care for patients across the enterprise. This includes investigating and managing patient complaints and grievances related to quality of care that have resulted in harm, have the potential to cause harm or lead to poor patient experience. This role uses the patient voice to partner with Clinical Relations Managers to identify opportunities for quality improvement. This role is key in coaching and providing resources to frontline caregivers in service recovery and maintaining good clinical relationships between patients, families and care teams.

Responsibilities

• Comply with policy and regulatory requirements in event management and provide on-site support for surveys as it pertains to complaints and grievances.
• Participate in Early Communication and Resolution Process for High Harm "no Gap" events.
• Detect and manage risk exposure with enterprise legal partners and proactively mitigate claim potential.
• Participate in conflict resolution and liaison between multiple stakeholders; proactively identify potential risks to outcomes.
• Collaborate with General Liability in managing patient property loss or theft.
• Partner with Compliance in investigating and resolving Patient Privacy and Discrimination Concerns.
• Coach and shadow caregivers & leaders within hospitals and clinics, with expertise to lead through influence and coach/round for improvement.

Requirements

• Physical Requirements: Frequent interactions with providers, colleagues, patients and visitors require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. Manual dexterity of hands and fingers for frequent typing, accessing information, etc. Ability to sit or stand for extended periods of time.
• Preferred Requirements: Registered Nurse

Qualifications

• Demonstrated ability to identify gaps in processes and participate in process improvement
• Demonstrated ability to partner effectively with many stakeholders
• Experience in conflict management
• Experience in navigating all parts of a patient’s electronic health record
• Bachelor’s degree in a healthcare related field
• Minimum of 3 years Clinical Experience
• Demonstrated competence in professional letter writing

Skills

• Communication (verbal and written)
• Relationship Management
• Process Improvement
• Complex Problem Solving
• De-escalation
• Consulting
• Coaching
• Computer Literacy

Benefits

We care about your well‑being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Pay

The hourly range for this position is $37.87 – $59.63; actual hourly rate dependent upon experience.

Schedule

Scheduled weekly hours: 40.