Patient Relations Specialist

WVU Medicine

103d

About The Position

This position serves as a liaison between patients/families and the organization. This position provides a specific channel through which patients, families, visitors and the hospital and medical staff can seek solutions to questions, concerns, and unmet needs to ensure patients are receiving high quality health care. Serves as the point of contact for organization-wide complaints and grievances as well as being responsible for the regulatory requirements of the grievance process. Facilitates communication between departments and providers to ensure timely resolution of patient care concerns.

Requirements

• Bachelor’s Degree in Social Work or related field.
• Three (3) years healthcare experience.

Responsibilities

• Rounds on patients within 24 hours of admission, if possible.
• Acts as an intermediary between hospital administration on behalf of patients and families.
• Channels information about patient care, concerns, inquiries and compliments to appropriate departments and services to make recommendations for changes in hospital procedures and policies.
• Functions as a mechanism for receiving and responding to patients’ and families’ complaints regarding the quality of care and service provided.
• Investigates each complaint in a timely review process.
• Investigates, documents, and resolves when possible, within scope of responsibilities, patient care concerns, needs, and problems. Makes recommendations as appropriate.
• Serves as a resource for information concerning patients’ rights and responsibilities, advance directives, and special needs.
• Facilitates communication between departments and providers to ensure timely resolution of patient care concerns.
• Maintains integrity of complaint management database to meet requirements of regulatory agencies.
• Uses various measurement tools, integrates data, prepares meaningful reports, and ensures the use of that information, demonstrating how patient experience data affects the way the organization delivers care.
• Serves as a resource for language and deaf interpretation.
• Works collaboratively with all leaders to further enhance individual ownership of patient and family centered care culture, guiding them to inspire same ownership among all employees.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees