Patient Relations Specialist - Quality Management - Full Time

Kingman Healthcare•Kingman, AZ

3d•Onsite

About The Position

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country. The Patient Relations Specialist serves as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated and resolved in accordance with CMS, DNV and Arizona Department of Health Services patient rights regulations. This role involves developing, implementing, and maintaining standardized workflows and policies for grievance handling, documentation, reporting and escalation, and acting as a visible and accessible resource for patients and families to voice concerns or grievances.

Requirements

High School Diploma - must be able to provide proof if offered position
3-5 years experience in Patient Advocacy, Patient Relations, or Healthcare.
Strong communication skills
Conflict resolution skills
Certificate of Patient Advocacy (Beryl Institute) within 2 years
Excellent verbal and written communication skills.
Must be able to interact with others with tact and courtesy.
Ability to work independently and prioritize and address a variety of patient/family issues.
Ability to think proactively and take initiative in an appropriate and creative manner.
Ability to generate meaningful reports and statistical data.

Nice To Haves

Associates Degree in related field of study
Experience in the hospital environment is highly desirable.
Notary Public License

Responsibilities

Serves as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated and resolved in accordance with CMS, DNV and Arizona Department of Health Services patient rights regulations
Develop, implement, and maintain standardized workflows and policies for grievance handling, documentation, reporting and escalation
Serves as a visible and accessible resource for patients and families to voice concerns or grievances
Collaborates with clinical and operational teams to resolve concerns in real time
Advocates for patient rights, dignity, privacy and informed decision making
Oversees the grievance tracking database, maintaining accurate documentation and case records. Ensures timeliness and completeness of all investigations and responses.
Identifies trends in patient concerns and share insights with leadership
Distributes regular reports and dashboards on grievance trends and outcomes to the Quality and Patient Safety Council
Facilitates and supports the Patient and Family Advisory Council
Responsible for the timely distribution of the Press Ganey weekly reports to department leadership
Explains facility policies and procedures as well as patient’s rights and responsibilities to patients and families.
Works with KHI team members to proactively address difficult situations at the point of service in accordance with facility customer service principles.
Participates in assessment of and responds to incidents that, if not responded to appropriately, could provoke a serious controversy or legal problem.
Provides information to patients regarding Health Care Directives and assists with completion of documents when appropriate.
Adheres to and respects patient privacy in accordance with hospital policy.
Performs other duties as assigned to support overall effectiveness of department and organization.