Patient Relations Specialist - PRN

Trinity Health • Silver Spring, MD

2d • $29 - $46 • Onsite

About The Position

An integral member of the hospital-wide service quality improvement program which addresses the needs of the hospital’s internal and external customers. Serves as a liaison between patients and visitors and Holy Cross Hospital leadership, functioning as the "face" of Holy Cross Hospital's Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply. Assists managers with identification and investigation of service quality issues. Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines. Supports and promotes all initiatives of the Office of Patient & Family Experience and support the Mission of Trinity Health and Holy Cross Hospital.

Requirements

• Bachelor’s degree in Business, Health Sciences, or related discipline required.
• Minimum of five years of experience in a hospital setting.

Nice To Haves

• Crisis management, de-escalation, and mediation experience is preferred.

Responsibilities

• Document all complaints, concerns, and grievances regardless of how complaint was lodged (letter, email, phone call, in-person, social media, etc.) in appropriate system.
• Escalate risk complaints to the Risk Management department.
• Escalate non-risk complaints to Director, Patient Relations, as appropriate.
• Coordinate responses to complaints and grievances in collaboration with the appropriate Manager or Director.
• Utilize the chain of command as necessary to deliver a timely response to the complaint.
• Respond to the complaint by the next business day (by phone, email, letter, or in person visit) and documents the communication.
• Complaints that require additional investigation or time to respond, are communicated to the person(s) lodging the complaint the next business day and documented as such.
• Escalate complaint and grievance concerns to Director, Patient Relations, hospital leadership, and Risk Management as appropriate.
• Utilize data obtained via patient and visitor interactions, MIDAS+, and Press Ganey to identify trends and opportunities for improvement action plans and programs.
• Assist leaders with identifying and trending of customer concerns.
• Provide support to leaders and staff in the implementation of service quality improvement initiatives.

Benefits

• Comprehensive benefit packages, including medical, dental, vision, mental health, paid time off, 403B, education assistance and voluntary benefits (pet insurance, accident insurance, hospital indemnity and others) available from the first day of employment.
• Work/Life balance with flexible schedules.
• Free onsite parking.
• Referral Rewards Program

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level