Patient Relations Specialist

St. Luke's Health System•Boise, ID

14h

About The Position

At St. Luke’s, we pride ourselves on fostering a workplace culture that values diversity, promotes collaboration, and prioritizes employee well-being. Our commitment to excellence in patient care extends to creating an environment where our team can thrive both personally and professionally. With opportunities for growth, competitive benefits, and a supportive community of colleagues, St. Luke’s is truly a great place to work. What to Expect: The Patient and Family Relations Team represent the best face of SLHS to our patients and their families as well as the community members who present us with feedback or concerns. We collaborate and support executive leaders, physicians, and operational leaders who work with us to review events and complaints. Our team creates and sustains a positive and professional work environment in which all team members feel valued and appreciated. Under general supervision, the Patient Relations Specialist will facilitate, review and resolution of patient grievances in a systematic, timely and effective manner. Facilitates timely and appropriate grievance reviews. Refers complex grievances to higher level. Follows current organizational policies/procedures and state/federal regulations with respect to the investigation and resolution of patient grievances. Performs process analysis and improvement functions as needed. Collaborates with Risk Management as needed to investigate and respond to clinical care grievances. Maintains appropriate documentation related to patient grievances and performs basic data analysis. Assists with coordination of financial transactions, e.g., account holds, adjustment request referrals, reimbursements, payments to other providers as appropriate and in consultation with Risk Management. Develops and maintains excellent relationships with the organization’s Medical Staff, Clinical and Non-Clinical Leadership, Staff and Contracted Services as well as patients and patient representatives. Provides assistance and consultation to internal stakeholders including the organizations Medical Staff, Clinical and Non-Clinical Leadership, Staff and Contracted Services in resolving difficult situations. Works collaboratively with Risk Management. Performs other duties and responsibilities as assigned.

Requirements

Bachelors + 1 year of experience OR Associates + 3 years of experience OR HS Diploma/GED + 5 years of experience

Responsibilities

Facilitate, review and resolution of patient grievances in a systematic, timely and effective manner.
Facilitates timely and appropriate grievance reviews.
Refers complex grievances to higher level.
Follows current organizational policies/procedures and state/federal regulations with respect to the investigation and resolution of patient grievances.
Performs process analysis and improvement functions as needed.
Collaborates with Risk Management as needed to investigate and respond to clinical care grievances.
Maintains appropriate documentation related to patient grievances and performs basic data analysis.
Assists with coordination of financial transactions, e.g., account holds, adjustment request referrals, reimbursements, payments to other providers as appropriate and in consultation with Risk Management.
Develops and maintains excellent relationships with the organization’s Medical Staff, Clinical and Non-Clinical Leadership, Staff and Contracted Services as well as patients and patient representatives.
Provides assistance and consultation to internal stakeholders including the organizations Medical Staff, Clinical and Non-Clinical Leadership, Staff and Contracted Services in resolving difficult situations.
Works collaboratively with Risk Management.
Performs other duties and responsibilities as assigned.