Patient Relations Specialist

Position Purpose

In accordance with the Mission and Guiding Behaviors; the Patient Relations Specialist will take a proactive approach with anticipating the needs of our customers (patients, families & visitors.) The Patient Relations Specialist will round as needed on customers to gather feedback, provide support and facilitate resolution of issues and complaints. Patient Relations Specialist will facilitate investigation, prepare response and track patient/family complaints, grievances and service concerns.

What You Will Do

• Develops and maintains excellent relationships with Mount Carmel Departments
• Performs and documents hospital rounds; meeting with patients, family members, visitors and colleagues
• VISITS UNITS AS NEEDED TO COORDINATE CUSTOMER SERVICE AND ASSIST STAFF IN MANAGEMENT OF CHALLENGING CUSTOMER RELATION SITUATIONS
• Maintains a database related to process and outcomes related to patient grievance management
• FACILITATES INVESTIGATION AND MANAGES RESPONSE TO COMPLAINTS AND GRIEVANCES
• FOLLOWS CURRENT REGULATORY GUIDELINES AND STANDARDS IN REGARD TO INVESTIGATING AND RESOLVING PATIENT GRIEVANCES
• COLLABORATES WITH RISK MANAGEMENT TO INVESTIGATE AND RESPOND TO GRIEVANCES AS NEEDED
• AIDES PATIENT/FAMILY IN ACCESSING GRIEVANCE PROCESSES AND COORDINATES WRITTEN COMMUNICATION REGARDING RESOLUTION OF GRIEVANCES
• PREPARES REPORTS ON COMPLAINT AND GRIEVANCE PROCESS AND OUTCOMES FOR PROCESS IMPROVEMENT
• PROVIDES OPPORTUNITIES FOR STAFF TO ACQUIRE AND MAINTAIN KNOWLEDGE THROUGH INFORMAL TRAINING AND DEVELOPMENT PROGRAMS (IE. COMMUNICATE WITH H.E.A.R.T) TO ENHANCE STAFF SKILLS IN HANDLING PATIENT AND FAMILY COMPLAINTS
• PARTICIPATES IN COMMITTEES AND MEETINGS WITH PEERS, MANAGERS, ADMINISTRATION AND PHYSICIANS BY PROVIDING THE "VOICE OF THE PATIENT AND FAMILY"

Minimum Qualifications

• Bachelor's Degree
• Minimum 1 year in a healthcare customer service setting
• Excellent, detailed work performance and writing ability
• Excellent empathetic customer service and personal relations skills
• Effective public speaking skills
• Good knowledge of hospital operations and general equipment and supplies
• Computer Skills - proficient and efficient
• Effective Communication Skills