Patient Relations Specialist - LMH / WH

Yale New Haven Health•New London, CT

About The Position

The Patient Relations Specialist works under the supervision of the Manager of Patient Relations to resolve concerns, provide preemptive interventions, and advise assigned areas on ways to maximize patient satisfaction. The role partners with unit leadership and multidisciplinary teams to improve processes and systems, support patient- and family-centered care, and promote service excellence. The specialist advocates for patients and families, helps them find solutions to concerns and grievances, and works with hospital staff and management to coordinate care and achieve positive outcomes. The position requires knowledge of patient rights and applicable complaint and grievance regulations, including CMS, Connecticut Department of Public Health, and Joint Commission provisions. The specialist documents and investigates complaints, supports family meetings and disclosure processes for significant safety events, and identifies improvement opportunities through patient feedback and trend analysis. The role may also assist with volunteer supervision and training, collaborate with safety and quality teams, and help de-escalate aggressive behavior alongside Protective Services and unit leadership.

Requirements

Bachelor’s degree in Human Services, Social Work, Nursing, Psychology, or a related field.
At least 3 years of experience in patient advocacy, conflict resolution, or customer service in a healthcare facility or related service industry.
Excellent oral and written communication and interpersonal skills.
Consensus-building, negotiation, and de-escalation skills.
Ability to work independently and collaboratively with other staff.
Technology competency for patient complaint management and reporting, including Word, Excel, Access, and PowerPoint.
Computer literacy and ability to learn software used for patient satisfaction initiatives.
Ability to perform the essential job functions with or without reasonable accommodation.
Ability to sit; use hands to finger, handle, or feel; talk or hear; reach; stand; and walk, and occasionally lift or move up to 25 pounds.
Required vision abilities include close, distance, color, peripheral, and depth perception.

Nice To Haves

Master’s degree.
Demonstrated experience in problem-solving, written correspondence and documentation, and handling sensitive issues with minimal supervision.
Experience in patient relations, nursing, or other clinical work.
Expertise in statistical interpretation.

Responsibilities

Interprets patient rights for patients, families, and staff, and supports understanding of the hospital’s philosophy on patient rights and responsibilities.
Responds to, researches, and resolves patient complaints and grievances in accordance with CMS Conditions of Participation and applicable hospital standards.
Explains hospital policies, procedures, philosophy, and services to patients, families, and guests, with timely written documentation and follow-up.
Responds to requests for assistance from patients and staff during the hospital workday and works effectively with diverse populations.
Monitors family waiting lounges and rounds in waiting areas to support families and help ensure spaces are safe and meet their needs.
Evaluates patients’ perceptions of services, seeks consensus, and serves as a liaison between patients and staff.
Communicates with nursing leadership about patient and family issues requiring intervention.
Researches and resolves patient concerns, answers inquiries, and coordinates with appropriate staff and administration on patients’ and families’ behalf.
Maintains patient-specific complaint and grievance files and tracking systems; prepares written responses and escalates severe or sensitive grievances to the Patient Grievance Coordinator.
Investigates patient property complaints, maintains tracking and reimbursement systems, keeps patients informed, and applies sound financial practices when mitigating losses.
Collects information about patient care concerns and shares it with relevant departments and the Manager to recommend changes to hospital practices and procedures.
Works with unit-based staff to implement service recovery initiatives and advises assigned areas on process improvements.
Participates in hospital-wide service excellence and patient satisfaction initiatives, including statistical analysis and trend review of satisfaction data.
Organizes and facilitates family meetings to resolve complaints and grievances.
Provides patients with information about appropriate hospital and community services and resources.
Assists with supervision and training of Patient Relations volunteers.
Participates in continuing education to improve negotiating, mediating, consensus-building, and interpersonal skills.
Partners with the Grievance Coordinator on the CLEAR program for significant safety events when appropriate.
Collaborates with the safety and quality team on case review and follow-up when appropriate.
Attends Patient and Family Experience meetings for assigned areas and rounds on assigned units to identify potential issues early.
Refers complaints or grievances involving litigation to Patient Relations leadership, Risk, and Legal.
Partners with Protective Services and unit leadership to de-escalate aggressive behavior and support limit setting.
Performs other responsibilities and ad hoc projects as requested.