Patient Relations Specialist

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

18h•Onsite

About The Position

This role serves as the first point of contact for family concerns, managing intake of complaints via phone and email, accurately documenting and triaging cases, and assigning them to appropriate Patient Relations Specialist for follow-up and resolution. The specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department’s regulatory responsibilities in each phase of the Patient Relations work flow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC.. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Requirements

Bachelor’s degree, masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
3-5 years healthcare experience required; preferably in patient relations, human resources, compliance, customer service or related field.
Exceptional written and verbal communication skills required.
Excellent communication, critical thinking and interpersonal skills.
Demonstrated ability to work as part of multiple teams.
Ability to prioritize and address a variety of patient/family issues with firm timeframes.
Be able to demonstrate organizational, problem-solving and negotiation skills.
Ability to think in a proactive and creative manner.
Willingness to take initiative in appropriate manner.
Ability to relate to diverse age and demographic backgrounds.
Sound understanding of concepts of family-centered care.
Mediation Skills
Coaching and Mentoring Skills
Proficient in use of PC with experience in Excel and Word
Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe.

Nice To Haves

Bilingual preferred.
Patient Advocacy or hospitality experience preferred.
Experience with SharePoint and Excel preferred.
Bilingual language abilities and skills preferred.
Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.
Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.

Responsibilities

Serves as the first point of contact for family concerns.
Manages intake of complaints via phone and email.
Accurately documenting and triaging cases.
Assigning cases to appropriate Patient Relations Specialist for follow-up and resolution.
Assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law.
Maintaining appropriate focus on the department’s regulatory responsibilities in each phase of the Patient Relations work flow.
Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC.
Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities.
Functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization.
Works with regulatory agencies, as required, to address those concerns appropriately.
Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.