Patient Relations Specialist

Patient Relations Specialist

Requirements

• Bachelor’s Degree or equivalent Healthcare related field

Responsibilities

• Supports and drives improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data informed strategy)
• Serves as a liaison between various departments across the Spectrum Health System
• Communicates, collaborates, networks with and acts as a change agent to key stakeholders
• Ensures continuity and coordination of services with appropriate utilization of resources
• Responsible for stakeholder management across collaboration within dept and organizational resources
• Drives continuous assessment and improvements using appropriate tools and methodology within the business
• Assists stakeholders and process owners in prioritizing improvement opportunities
• Provide access to a centrally located positive patient feedback and grievance process
• Receive and review complaints and grievances from the patient or patient’s representative and/or referred from staff/physicians
• Work with appropriate staff and/or physicians providing care to follow up and resolve issues to the patient’s satisfaction
• Notify the patient in writing of the resolution of all grievances
• Effectively reduces the risk of litigation to the organization
• Serves as the face of the organization when there is perceived adverse outcome or when a patient or family identifies where the standard of care was not followed
• Patient Rights Champion: Receive, Review, and Respond to regulatory complaints, quality of care concerns
• Collaborate with accreditation department to ensure compliance of system with the Joint Commission Rights and Responsibilities of the Individual Chapter
• Maintains updated records and prepares required reports
• Provides consultative support to various organizational policies that support patient rights
• Compile and prepare any complaint/grievance that is not resolved to the satisfaction of the patient by the Patient Relations department for review at Grievance Committee and facilitate Grievance Committee to stand as a final level review for patients with an unresolved grievance.

Preferred Qualifications

• 2 years of relevant experience Quality improvement, Patient Relations, Patient Experience, Customer Service Medical Field
• 1 year of relevant experience Participation on improvement initiatives
• At least one Certification from preferred list – Institute for Healthcare Improvement (IHI), IHI Open School
• At least one Certification from preferred list – Beryl Institute Certificate of Patient Advocacy, Beryl Certificate 1 Year