Patient Relations Specialist

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

5d • Onsite

About The Position

The Patient Relations Specialist assures compliance with regulatory requirements involving patient rights, complaints, and grievances established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Services (CMS), the Texas Department of Health (TDH), and state and federal law. The specialist maintains an appropriate focus on the department’s regulatory responsibilities throughout each phase of the Patient Relations workflow and coordinates patient materials to ensure they remain compliant with relevant legal and regulatory updates.

The role coordinates internal practices to help the System comply with auditing agency requirements and state and federal laws concerning patient rights and responsibilities. As a key partner in the corporate Conflict Resolution Program, the specialist independently and objectively reviews and evaluates organizational conflict issues and concerns, and works with regulatory agencies as needed to address them. The specialist also assures compliance with state and federal requirements and policies governing complaint and grievance operations.

The position is based at the Medical Center in Fort Worth, Texas, and follows a Monday–Friday, 8:00 a.m.–4:30 p.m. schedule, with 40 standard weekly hours. Cook Children’s is a Texas-only employer; employees must maintain their primary residence in Texas and any licenses and credentials required for the position throughout employment.

Requirements

• Minimum bachelor’s degree in science, human relations, business, healthcare administration, communications, or a related field.
• Three to five years of healthcare experience required.
• Exceptional written and verbal communication skills.
• Excellent communication, critical-thinking, and interpersonal skills.
• Demonstrated ability to work as part of multiple teams.
• Ability to prioritize and address varied patient and family issues within firm timeframes.
• Organizational, problem-solving, and negotiation skills.
• Ability to think proactively and creatively, and willingness to take initiative appropriately.
• Stamina and energy to maintain regular direct patient and family contact and coordinate multiple demands on time.
• Ability to relate to diverse age and demographic backgrounds.
• Sound understanding of family-centered care concepts.
• Mediation skills.
• Coaching and mentoring skills.
• Proficiency using a PC, including experience with Excel and Word.
• Proficiency collecting, documenting, and resolving patient and family issues within appropriate timeframes.
• If hired, maintain a primary residence in Texas and any licenses and credentials required for the position throughout employment.

Nice To Haves

• Master’s degree in science, human relations, business, healthcare administration, communications, or a related field.
• Healthcare experience in patient relations, human resources, compliance, customer service, or a related field.
• Bilingual language abilities and skills.
• Knowledge of CMS, Joint Commission, TDH, and other regulatory agency guidelines.

Responsibilities

• Assure compliance with regulatory requirements concerning patient rights, complaints, and grievances.
• Maintain focus on regulatory responsibilities throughout each phase of the Patient Relations workflow.
• Coordinate patient materials to keep them compliant with changes and updates to applicable laws and mandates.
• Coordinate internal practices to support compliance with auditing agency requirements and state and federal laws concerning patient rights and responsibilities.
• Independently and objectively review and evaluate organizational conflict issues and concerns as a key partner in the corporate Conflict Resolution Program.
• Work with regulatory agencies, as required, to address concerns appropriately.
• Assure compliance with state and federal regulatory requirements and policies governing the complaint and grievance process.
• Collect, document, and resolve patient and family issues within appropriate timeframes.

What This Job Offers

• Job Type: Full-time