Patient Relations Specialist (Labor Pool)
Riverside Health System•Newport News, VA
•$22 - $29
About The Position
The Patient Relations Specialist investigates, resolves, documents, and reports patient and visitor compliments and concerns to leadership and staff. The role develops, implements, and participates in customer service and patient relations initiatives for the facility, serving in both proactive and reactive capacities. It also explains Patient Rights to patients and staff.
Requirements
- Bachelor's degree.
- Notary certification from the Secretary of the Commonwealth within one year.
Nice To Haves
- Previous experience in healthcare navigation and patient advocacy.
Responsibilities
- Respond to patient concerns and collaborate with managers, directors, and VPs to support patient satisfaction.
- Mediate between physicians, patients, and family members to maintain communication and support customer and staff satisfaction; act as an information and collaboration resource for staff and families.
- Oversee concerns entered into the Electronic Health Record database; respond to safety concerns and report them to the safety manager.
- Participate in committees focused on quality and safety standards as required by DNV, recurring safety meetings, and timely closure of open complaint- and grievance-related events.
- Prepare the department budget and provide oversight.
- Mediate to prevent litigation by working with customers to resolve issues and provide service recovery.
- Conduct monthly HIPAA audits and HIPAA investigations as needed, and participate in education efforts to promote best practices in patient privacy.
- Participate in professional activities, in-service programs, and committee assignments to support personal, professional, and institutional advancement.
- Provide educational presentations to community groups and agencies.
