Patient Relations Specialist

Cook Children's Health Care System • Fort Worth, TX

9d • Onsite

About The Position

The Patient Relations Specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department’s regulatory responsibilities in each phase of the Patient Relations workflow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Requirements

• Minimum Bachelor’s degree in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
• Minimum 3-5 years’ healthcare experience required; preferably in patient relations, human resources, compliance, customer service or related field.
• Exceptional written and verbal communication skills required.
• Excellent communication, critical thinking and interpersonal skills.
• Demonstrated ability to work as part of multiple teams.
• Ability to prioritize and address a variety of patient/family issues with firm timeframes.
• Ability to demonstrate organizational, problem-solving and negotiation skills.
• Ability to think in a proactive and creative manner.
• Willingness to take initiative in appropriate manner.
• Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.
• Ability to relate to diverse age and demographic backgrounds.
• Sound understanding of concepts of family-centered care.
• Proficient in use of PC with experience in Excel and Word.
• Proficient in collecting, documenting and resolving patient/families’ issues in the appropriate timeframe.

Nice To Haves

• Masters degree preferred.
• Bilingual language abilities and skills are preferred.
• Mediation Skills
• Coaching and Mentoring Skills
• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

Responsibilities

• Assuring compliance with regulatory requirements involving patient rights, complaints, and grievances.
• Maintaining focus on the department’s regulatory responsibilities in each phase of the Patient Relations workflow.
• Coordinating patient materials to ensure compliance with changes and updates to relevant laws and mandates.
• Coordinating internal practices to ensure compliance with auditing agency requirements and state and federal laws.
• Functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization.
• Working with regulatory agencies to address concerns appropriately.
• Assuring compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Benefits

• Equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws.
• Opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.

What This Job Offers

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