Patient Relations Specialist

Military Treatment Facilities under DHA • Camp Pendleton, CA

8d • Onsite

About The Position

This Direct Hire position is located at Naval Hospital Camp Pendleton. The Patient Relations Specialist coordinates or personally conducts investigations of pending patient inquiries and complaints, including Inspector General, Department of Defense, and Congressional inquiries. The role develops, compiles, files, and maintains patient-relations inquiry documentation for statistical and historical reporting, and reviews new concepts and developments related to conflicts involving patient rights.

The specialist oversees customer-service training presentations to ensure instructors follow established standards for a medical-center environment and use appropriate instructional skills. The role advises executive management and staff on patient-relations matters and uses performance-improvement methods to help ensure the patient-relations program complies with established regulatory requirements.

Requirements

• One year of specialized experience investigating patient inquiries or complaints, compiling customer-service data for reports, and assisting with customer-service training within a medical facility; or qualifying education; or a qualifying combination of education and experience.
• Alternatively, a Ph.D. or equivalent doctoral degree, or three full years of progressively higher-level graduate education leading to such a degree, in a field demonstrating the necessary knowledge, skills, and abilities. Examples include Healthcare Administration, Business Administration, Public Health, or Communications.
• Applicants qualifying through foreign education must provide evidence that the credentials have been evaluated as equivalent to an accredited U.S. education program, or that full credit was given for the courses at an accredited U.S. college or university.
• A background investigation and Personnel Security Investigation are required; appointment may be subject to a suitability or fitness determination.
• Selectees must consent to seasonal influenza vaccination or provide a recognized exemption.
• Immunization screening is required; Hepatitis B immunization is required for positions with direct patient contact, and proof of other immunizations may be required depending on the position.
• Must provide proof of U.S. citizenship.
• Direct deposit of pay is required.
• The position requires a one-year probationary period.

Responsibilities

• Coordinate or conduct investigations of pending inquiries and complaints, including Inspector General, Department of Defense, and Congressional inquiries.
• Develop, compile, file, and maintain patient-relations inquiry documentation for statistical and historical reporting.
• Review new concepts and developments associated with patient-rights conflicts.
• Oversee customer-service training presentations to ensure instructors follow established medical-center standards and use appropriate instructor skills.
• Advise executive management and staff on patient-relations matters.
• Use performance-improvement methods to ensure the patient-relations program complies with established regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Ph.D. or professional degree