Patient Relations Specialist

OSITION DESCRIPTION: The Patient Relations Specialist is a highly visible and professional individual responsible for leading initiatives supporting optimal patient and family experience outcomes. These responsibilities include objectively investigating and resolving all patient and family complaints and grievances; serving as a liaison between patients, providers and administration by promoting quality relationships; collaborating and providing consultation to providers and staff to assist with identifying and mitigating barriers as identified through patient complaints; advocating for patient rights in accordance with IHA''s mission, values and regulatory expectations. S upports ongoing improvements by analyzing data and information arising from patient and family feedback. Develops and provides targeted and on-going education. The Patient Relations Specialist serves as the primary point of contact and subject matter expert responsible for overseeing and managing IHA''s event reporting system. This responsibility includes the day-to-day management of the event reporting process, monitoring event trends and collaborating with Risk Managers and the operation teams to identify causal factors and risk modifications to prevent recurrences. The Patient Relations Specialist serves as the primary resource for updating the Emergency Preparation and Response Contact List. ESSENTIAL JOB FUNCTIONS: Collaborates, plans and directs activities related to the identification and resolution of patient or visitor complaints and grievances. Responds to patient grievances regarding allegations of patient discrimination in collaboration with the Director of Risk Management. Identifies opportunity for improvement and recommends re-education requirements to prevent recurrence. Initiates review of patient concerns. Consults with and coaches providers and staff to ensure that all patient complaints and grievances receive a timely and thorough response. In collaboration with Risk Managers, performs investigations and analyzes patient and family complaints related to risk. Monitors system-wide events for a timely response and reports trends to IHA''s Director of Risk. Collaborates with Risk Managers to identify causal factors and risk modifications. Engages managers as necessary to follow up on individual event response. Collaborates with managers to identify risk modification to prevent recurrence. Reviews incoming reported events and routes to appropriate team member for review and action. Monitors outstanding event for successful completion and closure. Queries managers and elevates delinquent events to support prompt response. Has decision-making authority on service complaints in coordination with the office manager and ensures an effective response. Generates department reports on new, in-process and closed events; analyzes data and identifies opportunities for improvement. Develops and performs education on IHA''s Event Reporting System. Ensures specified education is tracked and managed to completion. Elevates incomplete education sessions that are overdue to supervisors for assistance. Serves as a contributor to IHA''s Compliance and Risk Insider Newsletter and develops materials based on their individual professional judgment and current IHA activities and events in collaboration with the Editor. Demonstrates effective crucial conversation and caring customer service skills while working with patients, managers and staff to ensure that the information is resolved supporting optimal patient and family experience outcomes. Performs department audits as needed. Provides administrative support for the Risk Department; maintains department inventories. Supports other offices, attends required meetings and training, and participates in committees as requested. Performs other related duties and participates in special projects as assigned. ESSENTIAL QUALIFICATIONS: EDUCATION: Bachelor''s Degree or equivalent combination of education and experience. Crucial Conversation or related training is preferred. CREDENTIALS/LICENSURE: MINIMUM EXPERIENCE: 2 years'' experience in health care. Work experience in patient advocacy or customer service preferred. POSITION REQUIREMENTS (ABILITIES & SKILLS): Maintains knowledge of general risk management strategies. Knowledge of office automation technology, including but not limited to work procession, spreadsheet and database software. Possess knowledge of adult learning styles in order to facilitate development of effective educational sessions, with demonstrated ability to employ multiple teaching methods to provide effective education to different style learners. Excellent interpersonal and communication skills necessary to interact effectively, calmly and courteously with patients, physicians, staff and administration to develop cooperative working relationships while promote patient centered care. Ability to maintain non-biased perspective and neutral listening skills. Crisis intervention and problem resolution skills. Ability to defuse defensive, challenging or threatening language, demeanor and behavior. Analytical skills necessary to collaborate with department heads, supervisors, senior management, and others in evaluating problems and assessing the potential harm if they are not addressed. Ability to compile complex reports and develop presentations, maintaining accuracy and consistency. Excellent written and verbal communication skills, including proper phone etiquette, to present information clearly and persuasively. Ability to present sensitive information with tact, diplomacy and respect. Ability to work effectively and maintain sound working relationships with various levels of organizational members and diverse populations including IHA staff, providers, family members, insurance carriers and vendors. Ability to apply creativity and quality improvement methods to problem solving . Ability to work independently using developed sense of judgment, problem-solving and discretion. Able to organize workflow and plan, coordinate and develop multiple projects. Proficiency in multi-tasking and meeting sensitive deadlines in a fast-paced environment that includes time constraints and healthcare industry changes, with a personal commitment to producing the highest quality work and providing extraordinary customer service; demonstrated ability to effectively follow through on assigned projects. Planning and organization skills, including needs assessment, goal setting, work plan design, coordination and evaluation. Ability to present to groups of people in an effective and engaging manner, either in-person or virtual. Maintains organizational information in a confidential manner. Successful completion of IHA competency-based program within introductory and training period. Ability to travel to other office/practice sites and meeting and training locations.

Created: 2021-11-29