Patient Relations Specialist

Cook Children's Health Care System • Fort Worth, TX

19h • Onsite

About The Position

The Patient Relations Specialist ensures compliance with regulatory requirements involving patient rights, complaints, and grievances established by external auditing agencies and applicable state and federal laws. The role maintains regulatory focus throughout each phase of the Patient Relations workflow, coordinates updates to patient materials, and coordinates internal practices to keep the System aligned with requirements from TDH, CMS, and TJC.

The Specialist is a key partner in the corporate Conflict Resolution Program, independently and objectively reviewing and evaluating organizational conflict issues and concerns. The role also works with regulatory agencies as needed and ensures compliance with policies and regulations governing the complaint and grievance process.

The position is based at the Medical Center in Fort Worth and is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m., for 40 hours per week. Cook Children’s is a Texas-only employer; employees must maintain their primary residence in Texas and maintain licenses and credentials required for the position throughout employment.

Requirements

• Bachelor’s degree in Science, Human Relations, Business, Healthcare Administration, Communications, or a related field.
• Three to five years of healthcare experience.
• Exceptional written and verbal communication skills.
• Strong critical-thinking and interpersonal skills, including the ability to work as part of multiple teams.
• Ability to prioritize and address varied patient and family issues within firm timeframes.
• Organizational, problem-solving, negotiation, mediation, coaching, and mentoring skills.
• Ability to think proactively and creatively and take initiative appropriately.
• Stamina and energy to maintain regular direct contact with patients and families and coordinate multiple demands on time.
• Ability to relate to people from diverse age and demographic backgrounds.
• Sound understanding of family-centered care concepts.
• Proficiency using a PC, including Excel and Word.
• Ability to collect, document, and resolve patient and family issues within appropriate timeframes.

Nice To Haves

• Master’s degree in Science, Human Relations, Business, Healthcare Administration, Communications, or a related field.
• Healthcare experience in patient relations, human resources, compliance, customer service, or a related field.
• Bilingual language abilities and skills.
• Knowledge of CMS, Joint Commission, TDH, and other regulatory agency guidelines.

Responsibilities

• Ensure compliance with regulatory requirements related to patient rights, complaints, and grievances.
• Maintain appropriate focus on regulatory responsibilities throughout each phase of the Patient Relations workflow.
• Coordinate patient materials to reflect changes and updates to laws and mandates established by TDH, CMS, and TJC.
• Coordinate internal practices to ensure compliance with auditing agency requirements and state and federal laws concerning patient rights and responsibilities.
• Independently and objectively review and evaluate conflict issues and concerns within the organization as a partner in the corporate Conflict Resolution Program.
• Work with regulatory agencies, as required, to address concerns appropriately.
• Ensure compliance with state and federal regulatory requirements and policies governing the complaint and grievance process.
• Collect, document, and resolve patient and family issues within appropriate timeframes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level