Patient Relations Specialist (Labor Pool)
Riverside Hospital•Newport News, VA
About The Position
The Patient Relations Specialist investigates, resolves, documents, and reports patient and visitor compliments and concerns to leadership and staff. The role develops, implements, and participates in facility customer service and patient relations initiatives, serving in both proactive and reactive capacities. The specialist explains Patient Rights to patients and staff. This is a labor pool position in Newport News, Virginia, with hours as needed. The listed hiring range is $22.10–$28.70 per hour; actual pay depends on job-related factors, including relevant experience, education, credentials, skills, internal equity, and business needs.
Requirements
- Bachelor's degree.
- Notary certification from the Secretary of the Commonwealth within one year.
Nice To Haves
- Previous experience in healthcare navigation and patient advocacy.
Responsibilities
- Respond to patient concerns and collaborate with managers, directors, and vice presidents to support patient satisfaction.
- Mediate between physicians, patients, and family members to maintain communication and support customer and staff satisfaction.
- Serve as an information and collaboration resource for staff and families.
- Oversee concerns entered into the Electronic Health Record database; respond to safety concerns and report them to the safety manager.
- Participate in committees focused on quality and safety standards required by DNV, as well as recurring safety meetings.
- Close open events related to complaints and grievances in a timely manner.
- Prepare and oversee the department budget.
- Mediate to help prevent litigation by resolving customer issues and providing service recovery.
- Conduct monthly HIPAA audits and HIPAA investigations as needed.
- Participate in education efforts to support best practices in patient privacy.
- Participate in professional activities, in-service programs, and committee assignments to advance personal, professional, and institutional goals.
- Provide educational presentations to community groups and agencies.
