Senior Patient Relations & Safety Specialist

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to extract content: From posting: Intro: "When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Senior Patient Relations & Safety Specialist will join the Quality & Patient Safety team at Mount Auburn Hospital in Cambridge, MA. This is an onsite position, with the opportunity for one remote day per week following an initial training period." That's about the role. Could be "About the role". We'll put that as

About the role

with

containing that paragraph. Responsibilities: There's a long list under "Essential Duties & Responsibilities (including But Not Limited To)" and "Additional Responsibilities". We'll combine into a

• list. Requirements: There's "Minimum Qualifications" with Education bullet and maybe "Experience". Also "Skills, Knowledge, And Abilities". The instructions: Use

  for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to decide which sections to include based on content. We have content for: - About the role (intro) - Responsibilities (duties) - Requirements (maybe experience, physical requirements) - Qualifications (education) - Skills (proficiency with MS Office, communication, etc.) - Pay (pay range) - Schedule (onsite with one remote day per week after training) - Benefits? Not mentioned explicitly. There's mention of vaccination requirement, but not benefits like health insurance etc. So we should not create Benefits section unless posting actually states them. It does not list benefits, so omit. We must not include placeholder text like "commensurate with experience". Not present. We need to preserve all substantive info. So we need to include details like: onsite position, one remote day per week after training; location Cambridge, MA; works with Quality & Patient Safety team; etc. Responsibilities list: need to capture each bullet. Let's parse. Essential Duties & Responsibilities (including But Not Limited To) list items: - Provides on-site advocacy and facilitation by anticipating and ensuring that patients'/families’ needs for comfort and compassion are met. Includes real time visits with inpatients and/or families to address their immediate concerns - Proactively identifies situations that could potentially result in patient discomfort/dissatisfaction. Works with patient and families in conjunction with appropriate staff to develop patient specific solutions to resolve patient concerns before patient becomes dissatisfied. - Answers, screens and triages incoming telephone calls, emails and letters to Patient Relations. Provides back up when needed for Quality & Safety departmental telephone line. - Consults with and provides support to staff on how to respond to patient complaints, and coordinates the timely investigation, review, response, and resolution of patient complaints. - Participates in internal and external reporting of patient complaint and survey data as required by regulators, payers and accrediting organizations - Assists in responding to inquiries, complaints, suggestions and compliments received from patients, insurance companies and other agencies. Interprets the Patient's Bill of Rights, hospital policies and non-medical procedures to patients/families when called upon to do so. - Assists with tracking and quality assurance of patient satisfaction database. Proactively monitors trends in patient/family concerns/complaints to identify systematic, process, or cultural barriers to the delivery of patient/family-centered care. - Regularly reviews the STARS Reporting System and triages reported incidents to the correct individual and/or department to ensure follow-up of reported issues. Works with Director on outstanding or unresolved incidents. - Collaborates with clinical staff to inform the creation of cause maps, root cause analysis and corrective actions. - Serves as Hospital liaison to the Patient Family Advisory Council - Provides administrative support to the following committees: Quality Review, Peer Support, and Performance Measurement Steering. Additional Responsibilities: - Works with legal counsel and liability insurance companies on potential claims. - Investigates patient events and monitors occurrence reports for trends. - Submits regulatory reports as appropriate. - Correlates and prepares information for appropriate committees and departments. - Works collaboratively with other department members to ensure timely and accurate collection, input, and reporting of patient safety/risk data. - Assists in the coordination and implementation of patient safety/risk activities as assigned. - Provides support in conducting Root Cause Analyses (RCAs), including investigation, formulation of action plans with the team, and monitoring of actions. - Posts and inputs data into records, logs, and computerized databases. - Gathers data from medical records according to current regulatory specifications and inputs the information into the data management system. - Creates PowerPoint presentations, scorecards, and other materials with minimal direction and in collaboration with department leaders. - Utilizes Excel to create worksheets and graphs with formulas, functions, and pivot tables. We'll combine all into a single

  • list. Requirements: includes "Physical Requirements & Environment:" paragraph. Also "Experience" bullet under Minimum Qualifications? Actually Minimum Qualifications includes Education bullet and "Equivalent work experience may be considered in lieu of a degree." Then "Skills, Knowledge, And Abilities" separate. Then "Experience" bullet: "Five years of work experience, with two years in a hospital or healthcare setting preferred, including familiarity with medical terminology." We could treat Requirements as combining Experience and Physical Requirements. Qualifications as Education. Skills as Skills, Knowledge, And Abilities. Thus:

    Requirements

    • Five years of work experience, with two years in a hospital or healthcare setting preferred, including familiarity with medical terminology.
    • Physical Requirements & Environment: The nature of work requires close attention to detail for work to be accurately completed. Intermittent breaks during the workday do not compromise the work. Work is varied every day and incumbents need to be adaptable to respond to changes and use independent judgment and manage priorities. No substantial exposure to adverse environmental conditions. Sedentary work; exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, or pulling objects. Regularly walking. Standing occasionally. The position requires frequent computer use.
    Qualifications:

    Qualifications

    • Education: Bachelor’s degree in nursing, health care administration, hospital administration, or a related field is preferred. Equivalent work experience may be considered in lieu of a degree.
    Skills:

    Skills

    • Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint.
    • Demonstrated ability to interact and communicate effectively with a wide variety of stakeholders, patients, and families from diverse backgrounds.
    • Excellent organizational skills, including the ability to prioritize work and handle multiple tasks simultaneously.
    • Ability to protect and maintain confidentiality with PHI and sensitive data.
    Pay:

    Pay

    $69,997.00 USD - $119,995.00 USD annual base salary range.

    Schedule:

    Schedule

    Onsite position with the opportunity for one remote day per week following an initial training period.

    We also need to include location? Could be part of About the role. Let's craft About the role paragraph:

    When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Senior Patient Relations & Safety Specialist will join the Quality & Patient Safety team at Mount Auburn Hospital in Cambridge, MA. This is an onsite position, with the opportunity for one remote day per week following an initial training period.

    We should not repeat job title as heading; we already have About the role. Now ensure we only output HTML fragment, no extra text. Let's produce:

    About the role

    When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Senior Patient Relations & Safety Specialist will join the Quality & Patient Safety team at Mount Auburn Hospital in Cambridge, MA. This is an onsite position, with the opportunity for one remote day per week following an initial training period.

    Responsibilities

    • Provides on-site advocacy and facilitation by anticipating and ensuring that patients'/families’ needs for comfort and compassion are met. Includes real time visits with inpatients and/or families to address their immediate concerns
    • Proactively identifies situations that could potentially result in patient discomfort/dissatisfaction. Works with patient and families in conjunction with appropriate staff to develop patient specific solutions to resolve patient concerns before patient becomes dissatisfied.
    • Answers, screens and triages incoming telephone calls, emails and letters to Patient Relations. Provides back up when needed for Quality & Safety departmental telephone line.
    • Consults with and provides support to staff on how to respond to patient complaints, and coordinates the timely investigation, review, response, and resolution of patient complaints.
    • Participates in internal and external reporting of patient complaint and survey data as required by regulators, payers and accrediting organizations
    • Assists in responding to inquiries, complaints, suggestions and compliments received from patients, insurance companies and other agencies. Interprets the Patient's Bill of Rights, hospital policies and non-medical procedures to patients/families when called upon to do so.
    • Assists with tracking and quality assurance of patient satisfaction database. Proactively monitors trends in patient/family concerns/complaints to identify systematic, process, or cultural barriers to the delivery of patient/family-centered care.
    • Regularly reviews the STARS Reporting System and triages reported incidents to the correct individual and/or department to ensure follow-up of reported issues. Works with Director on outstanding or unresolved incidents.
    • Collaborates with clinical staff to inform the creation of cause maps, root cause analysis and corrective actions.
    • Serves as Hospital liaison to the Patient Family Advisory Council
    • Provides administrative support to the following committees: Quality Review, Peer Support, and Performance Measurement Steering.
    • Works with legal counsel and liability insurance companies on potential claims.
    • Investigates patient events and monitors occurrence reports for trends.
    • Submits regulatory reports as appropriate.
    • Correlates and prepares information for appropriate committees and departments.
    • Works collaboratively with other department members to ensure timely and accurate collection, input, and reporting of patient safety/risk data.
    • Assists in the coordination and implementation of patient safety/risk activities as assigned.
    • Provides support in conducting Root Cause Analyses (RCAs), including investigation, formulation of action plans with the team, and monitoring of actions.
    • Posts and inputs data into records, logs, and computerized databases.
    • Gathers data from medical records according to current regulatory specifications and inputs the information into the data management system.
    • Creates PowerPoint presentations, scorecards, and other materials with minimal direction and in collaboration with department leaders.
    • Utilizes Excel to create worksheets and graphs with formulas, functions, and pivot tables.

    Requirements

    • Five years of work experience, with two years in a hospital or healthcare setting preferred, including familiarity with medical terminology.
    • Physical Requirements & Environment: The nature of work requires close attention to detail for work to be accurately completed. Intermittent breaks during the workday do not compromise the work. Work is varied every day and incumbents need to be adaptable to respond to changes and use independent judgment and manage priorities. No substantial exposure to adverse environmental conditions. Sedentary work; exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, or