Patient Relations Representative Part-Time Shea

HonorHealth•Scottsdale, AZ

9d•Onsite

About The Position

The Patient Relations Specialist has the responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures. HonorHealth is a nonprofit healthcare system in Arizona, focused on caring for people and communities. They have nine acute-care hospitals and over 200 primary, specialty, and urgent care centers.

Requirements

High School Diploma or GED Required
2 years experience in a customer advocate/customer relations or related position
Conflict resolution /de-escalation experience Required

Nice To Haves

Bachelor of Science Preferred
3 years experience in an acute hospital setting Preferred

Responsibilities

Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints.
Receives complaints and concerns from staff, patients, families, and others.
Leads the facility’s Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly.
Works to obtain patient satisfaction with the process and the outcome.
Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints.
Investigates and works to support patient complaint resolutions in a timely manner.
Documents complaints into the MIDAS system; educates staff on documentation requirements.
Complaints and concerns are summarized and compiled for reports to management to influence improvement.
Responds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement.
Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards.
Inputs documentation into the MIDAS system following department standards.
Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management.
Manages the timely written response to grievances.
Educates patients about their grievance process rights.
Educates employees about the grievance process.
Provides grievance data to the organization’s continuous improvement efforts.
Provides patient survey feedback and other patient experience feedback to management.
Collaborates on best approach for resolving issues; identifies potential trends.
Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during: HCAHPS and other surveys, Letters/cards to the CEO, Patient rounding.
Rounds regularly in the patient care and service areas to partner in improving patient complaints/grievances: Greets patients and families, and practices active listening to determine needs and concerns.
Role models Go Beyond Service Behaviors.
Attends nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances and improving patient experience.
Initiates meetings with stakeholders when necessary.
Supports the campus patient/family councils for experience improvement.