Patient Relations Specialist

American Addiction Centers • Skaneateles, NY

7d • $29 - $43

About The Position

Respond to and provides consultation, oversight, support and assistance with issues and concerns as they arise within the hospital regarding patients, patient family members, leadership and associates.

Requirements

• Bachelors degree or equivalent experience
• 2-3 years of patient relations or health care needs coordination
• Excellent problem solving and conflict management skills
• 3 years of experience preferred in direct customer service in a health care environment
• Knowledge of medical terminology
• Proficiency with PC
• Excellent written and verbal presentation skills
• Excellent interpersonal and customer service skills
• Strong organizational skills
• Professional appearance and behavior a must.
• Ability to rapidly adapt to changing environment
• Ability to support and interact with daily operations
• Must be willing to attend educational activities related to patient relations work.
• Strong ability to interface with all levels of management to resolve patient complaints.
• Ability to lift up to 35 pounds without assistance.

Responsibilities

• Addresses the concerns of patients and/or family members and communicates with the hospital President regarding communications back to the patient/family member/visitor regarding their complaints and grievances
• Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues.
• Identifies and refers to the Risk Management Department any incidents or other issues that are considered high risk.
• Responds to on-call pager and takes immediate action when paged to various units and/or requests within the hospital, and assists the unit manager in resolving patient issues.
• Acknowledges and supports the information desks and volunteers when patient and/or family members have concerns.
• Assists department Managers in recognizing trends and provides consultation for process improvements in order to eliminate areas of customer dissatisfaction.
• Collaborates and partners with administrative managers to ensure that complaints are appropriately addressed and resolved.
• Responds immediately in person or by phone when Code H is activated by a patient’s family member. Advises and assists hospital leaders in the coordination and follow-up of response and resolution of grievances.
• Advises and assists in creating innovative ways for hospital leaders as they seek resolution to issues.
• Patiently facilitates conversation with patient/families to uncover underlying situational dynamics.
• Maintains confidentiality regarding patient and employee information.
• Assists, as needed, in fulfilling requests for various patient/family situations within appropriate timeframes.
• Interacts sensitively with diverse populations and exhibit empathy toward individuals in all situations.
• Provides coaching and expertise for hospital leaders as they create their written and/or verbal response to patient concerns.
• Partners with the Risk Management Department in providing oversight and expertise regarding response letters created by hospital leadership
• Creates letters of response on behalf of the President when requested, by the President, to do so.
• Responsible for the education and training of hospital leadership on the grievance/complaint process.
• Maintains an open door policy for Leadership staff as well as front-line associates who have questions regarding service recovery, or are seeking advice and/or consul regarding concerns, grievances, or service recovery implementation.
• Maintains a current listing of all database active users in conjunction with the department they are responsible for.
• Trains and educates new hospital leadership in the use of Good Samaritan Hospital’s Service Recovery Policy and the use of the Patient Relation Management System.
• Is available to respond to questions from hospital leadership regarding the use of the use of the Patient Relation Management System accounts.
• Reports out daily at Safety Huddle on the number of grievances, who it is assigned to and the main reason for grievance.
• Generates daily MIDAS report of open grievances
• Attends daily safety huddle or provides information to a designee to report out
• Provides good leadership and stewardship of resources related to service recovery and department budget.
• Works with SRCO and Risk Management when resolution to issue involves charge reduction.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees