Patient Liaison

Beth Israel Lahey Health•Burlington, VT

1d•$27 - $37•Onsite

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Under the direction of the Director of Risk Management and Patient Liaisons, the Patient Liaison will assist patients/families with resolution of complaint/grievance, direct patient/family to the appropriate individual for clarification of questions pertaining to quality of care involving diagnosis, medical treatment and care coordination. In addition, the individual assumes administrative duties involving, monitoring/response of web mails, management of supplies developing schedules, tracking / responding to senior leadership correspondence. Attending departmental meetings to review and communicate data trends in complaints, grievance data to collaborate with clinical and administrative leadership to improve quality and patient experience of care.

Requirements

Bachelor’s degree or its equivalent
3-5 years of experience working with clinical and non-clinical staff in the healthcare / customer service field
Ability to interact with people and diffuse difficult situations while remaining calm and providing excellent customer service
Demonstrated interpersonal skills including strong written and oral communication skills
Ability to respond to and solve patient and family complaints and grievances to improve service recovery and the patient experience of care.
Knowledge of a broad range of clinical practices, procedures and policies, medical terminology.
Ability to conduct comprehensive electronic medical record review
Strong organization skills
Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.

Nice To Haves

Masters preferred
Social Work or Nursing background preferred

Responsibilities

Support patients and families in a complex clinical environment, act as a liaison between patients and LHMC
Working with teams to achieve goals
Assist/coach leaders across the organization on service recovery to improve patient experience of care
Under the supervision of the Director of Risk Management and Patient Relations conduct timely investigations and response to all patient concerns/ complaints/grievances for clinical service areas including interviewing staff and reviewing medical records.
Facilitates effective communication between patients, families and providers to enhance patient / family-centered care and ensure common goals.
Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety, and patient experience of care
Categorize and document complaints and grievances regarding patient concerns into a database system
Responds to requests for assistance in managing difficult patient / family situations.
Collaborates with clinical service area management and administrative leadership, frontline staff or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution
Meets regulatory compliance requirements for CMS 42 CFR 482.13 for investigating and responding to complaints and grievances consistent with LHMC policy.
Utilizes data management systems to meet regulatory requirements for CMS, DPH, and TJC for complaint management and resolution processes
Works with the RL solution system administrator to coordinate dissemination of data to appropriate leadership staff to highlight clinical service areas’ opportunities for improvement efforts, including progress, obstacles and trends in compliment/complaint / grievance data
Drafts formal responses to patients on behalf of senior clinical and administrative leadership (including CEO, COO, CMO, CNO, and CQO) to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial changes.
Meets with patients and conducts rounds with patients/families in assigned clinical areas to obtain feedback regarding the inpatient hospital / clinic experience
Listens intently and acknowledges concerns.
Resolves or redirects inquiries to the appropriate individuals in a timely and efficient manner.
Provides information and assistance to the patient; is well informed regarding policies, organizational structure, patients’ rights, and departmental procedures
Connects patients and families with appropriate hospital services and resources ( individuals in billing, patient scheduling and access, social work, interpreter services, chaplaincy etc.)
Directs the patient/family to the providers for explanations and or clarification of questions pertaining to diagnosis, medical treatment and patient coordination
Facilitates formal meetings between patients, families and providers to resolve expressed concerns/questions in an effort to resolve a complaint or grievance
Work with unit/clinic managers with complaints that can be resolved immediately by the manager and assist with service recovery efforts
Maintains department service standards with particular attention to teamwork, communication, and respect
Provides consultation coaching and education in clinical service areas and throughout the organization.
Identifies opportunities for staff education and facilitates learning of clinicians, administrative management and staff in customer service recovery and patient satisfaction.
Attend regularly scheduled department meetings
Other projects as assigned