Patient Relations Representative

Responsibilities

• Promotes an active process to allow patients to voice concerns and complaints.
• Receives complaints and concerns from staff, patients, families, and others.
• Led the facility’s Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly.
• Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints.
• Investigates and works to support patient complaint resolutions in a timely manner.
• Documents complaints into the MIDAS system; educates staff on documentation requirements.
• Responds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement.
• Manages the formal patient grievance process:
• Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards.
• Inputs documentation into the MIDAS system following department standards.
• Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management.
• Maintains the timely written response to grievances.
• Edits patients about their grievance process rights.
• Edits employees about the grievance process.
• Provides grievance data to the organization’s continuous improvement efforts.
• Provides patient survey feedback and other patient experience feedback to management.
• Collaborates on best approach for resolving issues; identifies potential trends.
• Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during: HCAHPS and other surveys, Letters/cards to the CEO, Patient rounding.

Requirements

• Healthcare background preferred.

Qualifications

• High School Diploma or GED Required.
• Bachelor of Science Preferred.
• 2 years experience in a customer advocate/customer relations or related position.
• Conflict resolution /de-escalation experience Required.
• 3 years experience in an acute hospital setting Preferred.