Patient Relations Specialist

Cook Children's Healthcare • Prosper, TX

338d

About The Position

The Patient Relations Specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department's regulatory responsibilities in each phase of the Patient Relations workflow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Requirements

• Minimum Bachelor's degree, masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
• Minimum 3-5 years healthcare experience required; preferably in patient relations, human resources, compliance, customer service or related field.
• Exceptional written and verbal communication skills.
• Excellent communication, critical thinking and interpersonal skills.
• Ability to prioritize and address a variety of patient/family issues with firm timeframes.
• Demonstrated organizational, problem-solving and negotiation skills.
• Ability to think proactively and creatively.
• Willingness to take initiative in an appropriate manner.
• Stamina and energy to maintain direct patient and family contact on a regular basis.
• Ability to relate to diverse age and demographic backgrounds.
• Sound understanding of concepts of family-centered care.
• Mediation Skills.
• Coaching and Mentoring Skills.
• Proficient in use of PC with experience in Excel and Word.
• Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe.

Nice To Haves

• Bilingual language abilities and skills preferred.
• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

Responsibilities

• Assure compliance with regulatory requirements involving patient rights, complaints, and grievances.
• Maintain focus on the department's regulatory responsibilities in each phase of the Patient Relations workflow.
• Coordinate patient materials to ensure compliance with relevant laws and mandates.
• Coordinate internal practices to ensure compliance with auditing agency requirements and state and federal laws.
• Function as a key partner for the corporate Conflict Resolution Program.
• Review and evaluate conflict issues/concerns within the organization.
• Work with regulatory agencies to address concerns appropriately.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree