RN - Registered Nurse - Patient Experience Liaison

Geisinger•Danville, PA

About The Position

As one of the Top 8 Most Innovative Healthcare Systems in Becker’s Hospital Review, we’re working to create a national model for improving health. Today, we’re focused on bringing our region services that improve every facet of life to drive total health, inside and out. Through professional growth, quality improvement, and interdisciplinary collaboration, we’ve built an innovative culture that allows nurses to grow their skillsets, develop their practice, and leverage their years of experience to build a rewarding, lasting career with impact. Join us in this RN Patient Experience role within our Patient Experience & Advocacy Division and support our vision to make better health easier for everyone while working within a collaborative environment designed to set you up for success. A typical schedule is 8 am to 430 pm or 730 am to 4 pm, full-time, days, 40 hours weekly, and salaried. At least three (3) years of RN work experience is required. Plays a key role in improving patient satisfaction and enhancing service delivery by using nursing education and critical thinking skills to investigate and resolve patient care and service issues in compliance with regulatory and organizational standards. Serves as a liaison between patients or designated representatives and healthcare employees, ensuring patient concerns are addressed in a safe, timely and professional manner. Provide primary review of patient relations events and grievances. Partners to drive change by creating and fostering a positive, proactive culture and environment. Use nursing education and critical thinking skills to promote problem-solving. Educate staff and departments on service recovery initiatives and processes. Communicate and report service improvement opportunities to department leaders and administration, as necessary. Ensure compliance with regulatory agency requirements and system standards are met. De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment. Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions. Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration. Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum. Educates patients and families about reasonable service expectations and their rights and responsibilities. Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards. Consults and collaborates with Patient Safety, Risk Management, Legal Services, and necessary ad hoc departments to communicate and investigate patient or designated representative concerns regarding quality of care, compensation requests, and concerns whereby an experience may pose potential risks to the organization. Coordinates efforts to ensure compliance with regulatory standards related to patient complaints and grievances. Collects and analyzes patient relations data to identify and trend areas for opportunities in patient care services. Participates in relevant committees, workgroups and meetings to support system goals and Patient Experience Liaison standards. Work is typically performed in both a clinical and office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.

Requirements

At least three (3) years of RN work experience is required.
Bachelor's Degree
Minimum of 3 years-Nursing
Licensed Registered Nurse (Pennsylvania) - RN_State of Pennsylvania
Communication
Computer Literacy
Working Independently

Responsibilities

Plays a key role in improving patient satisfaction and enhancing service delivery by using nursing education and critical thinking skills to investigate and resolve patient care and service issues in compliance with regulatory and organizational standards.
Serves as a liaison between patients or designated representatives and healthcare employees, ensuring patient concerns are addressed in a safe, timely and professional manner.
Provide primary review of patient relations events and grievances.
Partners to drive change by creating and fostering a positive, proactive culture and environment.
Use nursing education and critical thinking skills to promote problem-solving.
Educate staff and departments on service recovery initiatives and processes.
Communicate and report service improvement opportunities to department leaders and administration, as necessary.
Ensure compliance with regulatory agency requirements and system standards are met.
De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment.
Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions.
Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration.
Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum.
Educates patients and families about reasonable service expectations and their rights and responsibilities.
Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards.
Consults and collaborates with Patient Safety, Risk Management, Legal Services, and necessary ad hoc departments to communicate and investigate patient or designated representative concerns regarding quality of care, compensation requests, and concerns whereby an experience may pose potential risks to the organization.
Coordinates efforts to ensure compliance with regulatory standards related to patient complaints and grievances.
Collects and analyzes patient relations data to identify and trend areas for opportunities in patient care services.
Participates in relevant committees, workgroups and meetings to support system goals and Patient Experience Liaison standards.
Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Benefits

Full benefits (health, dental and vision) starting on day one
Three medical plan choices, including an expanded network for out-of-area employees and dependents
Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
Company-paid life insurance, short-term disability, and long-term disability coverage
401(k) plan that includes automatic Geisinger contributions
Generous paid time off (PTO) plan that allows you to accrue time quickly
Up to $5,000 in tuition reimbursement per calendar year
MyHealth Rewards wellness program to improve your health while earning a financial incentive
Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance
healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners