Patient Relations Specialist

Mosaic Life Care • St. Joseph, MO

9d

About The Position

This position is designed to provide a liaison between patients, caregivers, and the institution. This position provides a specific channel through which patients or caregivers can seek solutions to problems, concerns, etc. This position enables patients or caregivers to obtain solutions to problems by acting/facilitating on their behalf to different audiences such as Administration or any department or service. Resource coordination allows a collaborative effort for recommendations of alternative solutions to improve service(s) to patients or caregivers. Consequently, this position will be responsible for facilitating relationships between patients, visitors, medical staff, and Administration to resolve complaints and/or grievances. This position is also designated as a Risk Management caregiver that provides guidance to providers and caregivers, represents the department in various activities, remains an available resource for internal customers, and actively strives to provide open communication to ensure legal compliance through the organization.
This position is employed by Mosaic Health System.

Requirements

• Graduate of a school of nursing required.
• RN - Registered Nurse - State Licensure and/or Compact State Licensure, depending upon designated work location, required.
• 2 years in a healthcare setting required.

Nice To Haves

• BSN is preferred.

Responsibilities

• Manages patient complaint/grievance process, which includes: facilitate resolution of complaints/grievances for patients and visitors; receive and document patient concerns/complaints in event reporting system; triage concerns/complaints when appropriate; monitor response to all complaints according to the complaint policy; advise and coordinate alternative resolutions to concerns/complaints; respond to patient or visitor concerns through written or verbal correspondence; maintain patient complaint/grievance database and provide reports from complaint database; establish positive working relationship with hospital staff and provide guidance in responding to patient and visitor concerns.
• Recognizes, diplomatically responds to and initiates the follow-up process by communicating patient care issues to appropriate departments and services for the purposes of affecting changes in processes to improve service.
• Develops a consultative relationship with organization leadership to build and sustain a patient/customer-focused culture, including ongoing outreach and education on Legal and Risk topics.
• Provide education for Mosaic Life Care staff as it applies to the delivery of the patient complaint management.
• Represents the Risk Department at a variety of meetings and committees, including all daily Safety Huddle and Bed Huddle meetings, Press Ganey Results Committee, and Ethics Committee and Ethics consults.
• Ensures standards related to patient complaint/grievance (DOH, CMS and TJC) are developed, approved, educated, and monitored.
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees