Patient Relations Specialist, PRN

Inova Health System

18h • Hybrid

About The Position

Inova Health - Fairfax is looking for a dedicated PRN Patient Relations Specialist to join our team. This role will be PRN/As Needed, Days Vary (Monday-Friday), 8:30 a.m. - 5:00 p.m. Position requires traveling to Inova hospitals and clinics within the Northern VA region.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Requirements

• Bachelor’s degree
• 2 years of healthcare experience
• Certified Notary Public within 3 months of hire

Nice To Haves

• Clinical experience
• Experience with Epic
• Strong customer service experience

Responsibilities

• Act as the primary point of contact for patients and their families, addressing inquiries and concerns promptly and professionally.
• Provide clear and empathetic verbal and written communication to patients, ensuring they understand their rights and responsibilities and all accommodations available in a timely manner.
• Assists team members in communicating to patients and families policies/procedures within the Inova system.
• Assist team members and providers in effectively communicating clinical knowledge and complexities of care into language appropriate for the receiver (patient and/or family).
• Performs thorough investigations of complaints and grievances for leadership through detailed reviews of patient’s chart.
• Works closely with healthcare team members to resolve issues while ensuring respectful and empathetic communication.
• Facilitates meetings between patients, families, and healthcare providers, ensuring a respectful and constructive resolution.
• Assists with patient lost belongings and resolutions.
• Provides written feedback for grievances according to CMS guidelines.
• Monitor feedback and relay stories and information to the appropriate leadership and patient experience team to enhance patient satisfaction and improve the overall patient experience.
• Identifying common trends in patient/family feedback to specific areas for improvement and escalate to leadership as appropriate.
• Provide insight to possible solutions to trends in patient and family issues.
• Provide notary services for patients and families.
• Educate patients about available resources, services, and support programs.
• Assist patients in navigating the healthcare system and obtaining necessary information.
• Educate healthcare team members on Patients’ Rights and Responsibilities, ADA regulations and best practices for accommodating patients with disabilities and promote a culture of inclusivity.
• Ensure that healthcare providers and staff are knowledgeable about accessible communication methods and assistive technologies.
• Assist in writing policies and compliance with healthcare regulations, policies, and procedures related to patient relations and privacy.
• Collaborate with the compliance and legal teams to develop and update policies and procedures related to Joint Commission grievance.
• Maintains the confidentiality of patient records and information.
• Maintain detailed records of complaints and grievances, with all actions taken, and resolutions achieved.
• Collaborate with other departments, including nursing, medical staff, leadership, decedent affairs, billing, quality, medical records, compliance, safety, patient experience and ethics to address the needs of our patients and their families.
• Works with the risk and legal department to appropriate address patient/family grievances in a timely manner.
• Assists with creating and delivering behavioral health contracts to patients.
• Works with governmental bodies and community groups such as Joint Commission, Social Services, Office of Civil Rights, state and local police departments, adult and child protective services.
• Advocate for patients of diverse backgrounds to receive the highest quality care while respecting their individual cultural backgrounds and preferences.
• Provide attestations when necessary for patients without family or caregivers.
• Advocating and assisting patients with documenting Advance Directives, Power of Attorney, Informed Consent, and their preferences for end-of-life care.
• Assist patients navigate financial services and insurance regulations and resolve pay errors.

Benefits

• Inova matches the first 5% of eligible contributions – starting on your first day.
• Offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 1-10 employees