Patient Relations Liaison Full-time Days

Job Description

This position is for both NM Delnor Hospital and NM Central Dupage Hospital.

Responsibilities

• Collections, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective.
• Investigates and responds to de-escalate and manage grievances, potential claims and allegations against NMH and NMG staff.
• Maintains thorough and timely documentation. Communicates with patients verbally and in writing throughout investigation.
• Collaborates with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
• Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
• Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
• Remains calm and in control of their own emotions in response to unsolicited provocation.
• Recommends necessary changes in policies, procedures, and services as identified through an investigative process.
• Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation, resolution and recovery process.

Qualifications

• Bachelor of Science or Bachelor of Arts degree. In lieu of Bachelor’s Degree, must have 4 years of customer service or healthcare support experience.
• Minimum 3 years’ experience in Patient-Relations with proven success in conflict resolution.
• Preferred: Bachelors in nursing, Psychology, Health Care Administration or related fields.
• Working knowledge of cultural and organizational structures of Northwestern Medicine.

Additional Information

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Affirmative Action Statement

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility

Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.