Family Liaison

Children’s Minnesota•Minneapolis, MN

2d•Onsite

About The Position

Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org. Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry. Proudly serving as Minnesota's children's hospital since 1924, Children's Hospitals and Clinics of Minnesota, is the eighth-largest pediatric health care organization in the U.S. Each year, Children's provides care through nearly 13,000 inpatient visits and more than 200,000 emergency room and other outpatient visits. An independent, not-for-profit health care provider, Children's has 319 staffed hospital beds and services available in all major pediatric specialties: emergency care; newborn and pediatric intensive care; outpatient and inpatient surgery; diagnostic services, including radiology and laboratory; and special programs in the areas of respiratory, cardiology, cancer, premature birth, adolescent development, child abuse, and epilepsy. In addition to our Minneapolis and St. Paul Campuses, Children's also includes Children's West, a pediatric care center in Minnetonka offering same-day surgery as well as diagnostic, rehabilitative, and developmental outpatient services; Children's - Roseville, an outpatient pediatric rehabilitation center; and Children's Clinics - Woodwinds, pediatric specialty clinics at the Woodwinds Health Campus in Woodbury.

Requirements

Bachelor's degree in a related field or 7 years equivalent experience in patient relations with proven success in conflict resolution, required
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

Performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances.
Demonstrates appropriate sensitivity and judgment in complex situations and collaborates effectively with Leadership, CMO, CNO, division chiefs, medical staff, patient care and department directors, managers, and staff.
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.
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.
Promotes a culture of accountability with clear structures and protocols for processing and responding to all types of complaints and grievances.
Serves as a liaison to facilitate optimal communication between families, staff, physicians, directors, managers, other departments, and insurance companies.
Documents patient/family complaint data, generating reports regarding complaints, tracking data to generate process improvement strategies.
Supports and coordinates projects in the risk administration department, as requested.