Family Liaison

Children’s Hospitals and Clinics of Minnesota•Minneapolis, MN

1d•Onsite

About The Position

The Family Relations Liaison performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances. Must demonstrate appropriate sensitivity and judgment in complex situations and collaborate effectively with Leadership, CMO, CNO, division chiefs, medical staff, patient care and department directors, managers, and staff. This position has system wide responsibility to manage Children's response to multidisciplinary and quality of care complaints concerning all clinical, medical, and operational areas, and to maintain policies and processes related to patient /family rights, and responsibilities. Serves as Children's primary resource for staff education related to complaint and grievance processing that ensures the most positive outcomes possible which maximizes patient satisfaction, minimizes liability risks, and complies with internal and external regulations. As part of risk administration, the family relations program manages potential high-risk situations for resolution outside of liability claims, works to build and maintain strong positive relationships with families, staff, and physicians, promotes integrated services and helps to create positive experiences for families. Works to promote a culture of accountability with clear structures and protocols for processing and responding to all types of complaints and grievances. This person serves as a liaison to facilitate optimal communication between families, staff, physicians, directors, managers, other departments, and insurance companies. The position is also responsible for documenting patient/family complaint data, generating reports regarding complaints, tracking data to generate process improvement strategies. In addition, the position supports and coordinates projects in the risk administration department, as requested.

Requirements

Bachelor's degree in a related field or 7 years equivalent experience in patient relations with proven success in conflict resolution.
Five (5) years experience working with patients and families in a hospital or health care setting.
Knowledge of Joint Commission and CMS regulations is essential.
Demonstrated public relations/customer service skills, including facilitating meetings and presenting.
Excellent problem-solving aptitude and skills.
Ability to prioritize a demanding work load.
Ability to collaborate with stake holders at all levels of the organization.
Ability to work in a team environment.
Excellent computer skills.
Self directed.

Responsibilities

Perform detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances.
Demonstrate appropriate sensitivity and judgment in complex situations.
Collaborate effectively with Leadership, CMO, CNO, division chiefs, medical staff, patient care and department directors, managers, and staff.
Manage Children's response to multidisciplinary and quality of care complaints concerning all clinical, medical, and operational areas.
Maintain policies and processes related to patient/family rights and responsibilities.
Serve as the primary resource for staff education related to complaint and grievance processing.
Manage potential high-risk situations for resolution outside of liability claims.
Build and maintain strong positive relationships with families, staff, and physicians.
Promote integrated services and help to create positive experiences for families.
Promote a culture of accountability with clear structures and protocols for processing and responding to all types of complaints and grievances.
Serve as a liaison to facilitate optimal communication between families, staff, physicians, directors, managers, other departments, and insurance companies.
Document patient/family complaint data.
Generate reports regarding complaints.
Track data to generate process improvement strategies.
Support and coordinate projects in the risk administration department, as requested.