Patient Relations Specialist - Office of the Patient Experience

University of Iowa•Iowa City, IA

11d•Onsite

About The Position

The Office of the Patient Experience at UI Health Care has an opening for a full-time Patient Relations Specialist to serve as a patient relations liaison between consumers of healthcare services and the administration, staff, and physicians at the University of Iowa Health Care Medical Center. The Patient Relations Specialist interacts with patients, all levels of management, and employees in identifying, evaluating, researching, and resolving patient grievances. They resolve patient complaints and grievances in a manner consistent with hospital policies and federal and state regulations, protect and promote patient rights, and provide feedback and recommendations in the design and improvement of patient care systems. This position requires extensive direct interaction with physicians, top levels of management, and dissatisfied patients. The successful candidate must possess excellent verbal and written skills; strong analytical and problem-solving skills; ability to make formal presentations; excellent interpersonal skills; must be empathetic and patient and possess good judgment.

Requirements

Bachelor's degree in life science, psychology, sociology, nursing, health administration or related field, or an equivalent combination of education and experience.
Reasonable experience (1 – 3 years) working in a similar capacity (i.e. providing direct patient or customer support, identifying circumstances that generate customer dissatisfaction, and aiding in resolution of problems, issues or concerns).
Excellent written and oral communication skills are required (demonstrated through good listening and interpersonal skills, and the ability to adapt language, style, and tone to different audiences to ensure that the message is understood as intended).
Professional experience working effectively with individuals from a variety of backgrounds and perspectives.
Must be able to demonstrate a professional presence reflecting exceptional customer service and cultural sensitivity.
Ability to work independently and as a team member.
Demonstrated proficiency in Microsoft Office Suite (including Outlook, Word, Power Point and Excel) is required.

Nice To Haves

Experience working in a hospital/health care setting in a role dealing with patients, families, physicians, staff and senior-level administrators.
Considerable knowledge of UI Health Care policies, procedures and regulations is desirable.

Responsibilities

Serve as a central resource for information concerning patients’ rights and responsibilities.
Promote compliance with Joint Commission requirements and federal and state regulations pertaining to patients’ rights and assist with their implementation throughout the organization.
Coordinate, investigate, resolve and respond to patient/visitor inquiries, complaints and grievances related to the services and healthcare provided by staff and physicians.
Function objectively in hostile, sensitive and stressful situations.
Retain/recall and synthesize extensive detailed information.
Elicit information from poor and evasive communicators and gather and present information in an organized manner, both verbally and in writing.
Recommend solutions to a wide range of people including patients, visitors, physicians, nurses, managers, department heads, clinic administrators, and senior hospital administrators.
Promote confidentiality, respect and dignity for all persons as standards throughout the organization by serving as a resource for staff training and education programs in the College of Medicine, College of Nursing and other relevant colleges and departments within the University of Iowa.
Provide expertise on customer needs and expectations, and act to educate and advise staff and physicians concerning these issues.
Master an understanding of the mission, policies, procedures and services of the organization, in order to respond to questions and concerns expressed by patients, visitors, staff and physicians.
Develop a consultant/advisor relationship with assigned clinics and units to build and sustain a patient and family-centered focus and environment.
Compose letters and email messages to patients, visitors, staff and physicians.
Identify potential risk management/liability cases and, after initial investigation, prepare a case summary for Legal Services. At the discretion and direction of legal counsel, the Patient Relations Specialist may continue to serve as the primary contact with complainant to manage a situation where risk is present.
Identify potential problem areas (i.e., service breakdowns, staff training needs, communication issues, scheduling difficulties, etc.) and contribute to solutions and improvements.
Document patient/visitor contacts to include patient demographic data, synopsis of contact, actions taken to resolve, and all correspondence with the complainant as required by the Center for Medicare and Medicaid Conditions of Participation for Patient Rights.
Maintain strong working relationships with all departments and divisions of UI Health Care, such as Nursing Services and Patient Care; Patient Financial Services; College of Medicine and Vice President Medical Affairs; Social Services; Legal Services; Joint Office for Compliance; Healthcare Human Resources; Clinical Quality, Safety & Performance Improvement, and others.
Submit necessary information to Legal Services regarding reimbursement for lost, stolen or damaged personal belongings.
Partake in UI Health Care service recovery program; provide training and ongoing support to units and clinics in responding to patient/visitor dissatisfaction.
Escalate all requests for reimbursement or billing adjustments related to customer service and/or patient care to the Office of The Patient Experience leadership team or Legal Services.
Participate on committees that impact on patient and family needs and respect for patients’ rights, and other committees as indicated or appropriate.
Refer consumers to appropriate services and resources in the hospital and within the community.
Perform other tasks as assigned.