Patient Relations Specialist

Patient Relations

Provides help for Patient Relations and administrative Legal Department and Risk Management.

• Serves as a centralized point-of-contact for receiving incoming phone calls, visits and correspondence concerning complaints.
• Upon notification of a complaint, accurately enter information in the database promptly.
• Updates information in the database throughout the patient complaint resolution process.
• Visits with patients or family members regarding concerns.
• Documents complaints by listening and noting details.
• Calculates what resolution is sought.
• Notifies staff immediately for resolution.
• If unresolved, begins the formal complaint and review process.
• Uses effective methods to serve as a liaison between patients, families, departments, leadership, and physicians for timely issue resolution.
• Captures and documents complaints ensuring grammatical accuracy, professionalism, and compliance with the grievance policy.
• Maintains patient and family confidence by keeping complaint information confidential.
• Demonstrates proper use of communication tools for effective communication.
• Recognizes how patient cultures affect communication, coordination, and care.
• Rounds on the patient floors to visit with staff and patients to address any concerns.
• Works with staff to find process improvement opportunities.
• Reports that information to the Legal/Risk Management Department.
• Is instrumental in facilitating process improvement initiatives.

Administrative Liaison

Provides administrative liaison help for Legal and Risk Management Departments.

• Triage questions from staff and forwards to the appropriate staff in the Legal/Risk Management Department.
• Accurately and quickly edits and types various confidential documents.
• Effectively composes routine correspondence, forms, and charts.
• Exercises initiative and judgment in responding to client problems or complaints.
• Responds promptly, courteously, and appropriately.
• If unable to assist, refers to the appropriate party or department.
• Follows up to ensure problem resolution.

Potentially Compensable Events (PCE's)

Collects, secures, handles accounts specially, and reports incident data to ensure accurate data for potential litigation.

• Gathers data related to incidents and forwards the information to the PCE Manager for handling.
• Ensures medical records, patient billing, incident reports, and medical examiner's reports are accurate and secure.
• Ensures special handling and coding of accounts as applicable in an expeditious manner.

Qualifications

• Education: Associate's or 2 years of work experience above the minimum qualification.
• Experience: 1 Year of Experience.