Patient Relations Specialist
Employment Type:
Full timeShift:
Day ShiftDescription:
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Plans and directs health system activities related to the identification and resolution of patient or visitor complaints and concerns.
Provides and develops multiple methods of convenient access for patients, families and visitors to comment, complain or seek assistance in obtaining information.
Initiates preliminary review of patient concerns.
Consults with and coaches department directors, managers, administrators and medical directors, to ensure that all patient complaints and grievances receive a timely and thorough response in accordance with the CMS Conditions of Participation Interpretive Guidelines.
Coaches managers and medical directors in the investigation process ensuring the principles of a Fair and Just Culture are followed in the resolution of complaint/grievances.
Co-Chairs the Grievance Committee to facilitate final resolution to serious complaints/grievances or complaints/grievances to which the complainant disagrees with findings.
.
Responsible for maintaining policies and procedures related to complaint and grievance resolution, that ensures a high level of quality care and services are being delivered to the patients and families served by SJMHS through patient relationships.
Proactively communicates and collaborates with health system colleagues and leaders when evaluating data to identify trends and opportunities for improvement, leading or recommending Learning from Defects, Root Cause Analysis or project initiation.
Work in partnership with the Director of Accreditation to provide ongoing review and revision of organizational policies related to compliance with CMS Conditions of Participation, The Joint Commission (TJC) Standards and federal and state laws regarding patient rights.
Ensures compliance with regulations and requirements of the various regulatory agencies such as The Joint Commission and CMS.
Responds to requests from external agencies on behalf of the institution working with the appropriate department leaders.
Maintains continuous readiness, participating in all site visits, inquiries and activities to maintain appropriate standards.
Works with various Health System departments such as Medical Staff Services, Human Resources, Quality/Safety/Risk, Nursing, Social Work, and Marketing/Media Relations to address patient and family concerns that the patient/family feel have the potential for patient harm, that present the potential for legal liability, involve patient and family perception of patient injury or poor quality of care or matters affecting the image of the organization in the community.
Ensure that any ethical issues that arise within the context of patient or family complaints are appropriately referred to the Ethics Committee.
Develops and maintains a centralized reporting and tracking system, producing quarterly and annual summaries of complaints and grievances and reporting to the SJM Hospitals Board Quality Committees as required.
Communicates proactively with health system staff and physicians, evaluates data to identify trends and opportunities for improvement.
Provide written and verbal responses, which address patient's concerns clearly and concisely and that accurately reflect the organization's response as the representative of SJMHS.
Ability to focus on the speaker, listen for understanding, clarify needs and motivation and encourage speaker to verbalize intent, while maintaining non-biased perspective and neutral listening skills.
Screens patients/family members, during conversations, for appropriateness as a Patient Experience Advisor and provides the information to the Executive Director, Patient and Community Engagement.
Determines appropriateness and facilitates the identification of customer service and risk management write offs in response to complaints and or grievances, in compliance with regulations.
Develops education and training tools related to Patient Relations for new hire orientation of SJMHS physicians and associates as requested by host departments Provides ongoing education and promotes awareness of physicians, leadership and staff to support compliance with governing regulations and statutes.
Promotes customer-focused service recovery practices system-wide through efficient and effective complaint resolution and through consultation and training of health system staff in service recovery techniques.
Maintains working knowledge of Patient Satisfaction Surveys and comments systems.
Reviews monthly survey comments, following up on negative comments, if appropriate, and identifying trends.
Reviews, responds and appropriately processes all email correspondence that is received through the SJM Hospitals' website.
Shares compliments received from patients and visitors with staff.
Works closely with Integrated Health Associates Administration to facilitate resolution of complaints related to physician's private offices.
Maintains knowledge of current trends and developments in the field of Patient Relations/Customer Service by reading, consulting with colleagues throughout CHE-Trinity and by attending related seminars and conferences.
Maintains subject matter expertise by continuous monitoring and participation in national and local professional organizations for familiarity with the field's concepts and to identify opportunities to improve practices, policies, and procedures.
Achieves certification in applicable patient / health care consumer advocacy program.
Prioritizes workload and responsibilities to ensure that patient relations service standards are consistently met or exceeded.
Monitors department productivity and quality indicators.
Recommends reallocation of resources where indicated.
Maintains good rapport and cooperative relationships.
Approaches conflict in a constructive manner.
Helps to identify problems, offer solutions, and participates in their resolution.
Assures the confidentiality of information acquired that pertains to patients, physicians, associates and visitors to Saint Joseph Mercy Health System.
Assumes responsibility for performance of job duties in the safest possible manner to assure personal safety and the safety of co-workers and to report all preventable hazards and unsafe practices immediately to management.
Functions as the organizations Section 1557 complaint and grievance coordinator.
The Section 1557 Coordinator is, at a minimum, responsible for:
? Coordinating and monitoring the facility's compliance with Section 1557 and its requirements regarding discrimination in federally funded health care programs;? Overseeing prevention efforts to avoid Section 1557 violations from occurring;? Implementing the facility's discrimination complaint procedures with respect to allegations of Section 1557 violations; and? Investigating complaints alleging violations of Section 1557 discrimination.
Section 504 of the Rehabilitation Act Coordinator is at a minimum , responsible for:
? Coordinating and monitoring the facility's compliance with Section 504 and its requirements regarding discrimination in federally funded health care programs;? Overseeing prevention efforts to avoid Section 504 violations from occurring;? Implementing the facility's discrimination complaint procedures with respect to allegations of Section 504 violations; and? Investigating complaints alleging violations of Section 504 discriminationOTHER FUNCTIONS AND RESPONSIBILITIES? Behaves in accordance with the Mission, Vision, and Values of CHE-Trinity.
Educations:
Bachelor's degree in a healthcare, business or a related field.
Experience:
Five years progressively more responsible related work experience in health care.
Work experience in patient advocacy or customer service preferred.
REQUIRED SKILLS AND ABILITIES Excellent interpersonal and communication skills necessary to interact effectively, calmly and courteously with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care.
Ability to maintain non-biased perspective and neutral listening skills Crisis intervention and problem resolution skills.
Ability to defuse defensive, challenging or threatening language, demeanor and behavior.
Show creativity and apply quality improvement methods to problem solving.
Analytical skills necessary to collaborate with department heads, supervisors, senior management, Board of Trustees members and others in evaluating problems and assessing the potential harm if they are not addressed.
Ability to compile complex reports and develop presentations, maintaining accuracy and consistency.
Excellent written and verbal communication skills to present information clearly and persuasively.
Ability to present sensitive information with tact, diplomacy and respect.
Interpersonal skills to maintain sound working relationships with staff at all levels of the organization.
Ability to work as an effective team member.
Ability to work independently using developed sense of judgment and discretion.
Able to organize workflow and plan, coordinate and develop multiple projects.
Planning and organization skills, including needs assessment, goal setting, work plan design, coordination and evaluation.
Our Commitment to Diversity and InclusionTrinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states.
Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes.
We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Our Commitment to Diversity and InclusionTrinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states.
Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes.
We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran Recommended Skills Active Listening Administration Analytical Communication Community Management Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
Full timeShift:
Day ShiftDescription:
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Plans and directs health system activities related to the identification and resolution of patient or visitor complaints and concerns.
Provides and develops multiple methods of convenient access for patients, families and visitors to comment, complain or seek assistance in obtaining information.
Initiates preliminary review of patient concerns.
Consults with and coaches department directors, managers, administrators and medical directors, to ensure that all patient complaints and grievances receive a timely and thorough response in accordance with the CMS Conditions of Participation Interpretive Guidelines.
Coaches managers and medical directors in the investigation process ensuring the principles of a Fair and Just Culture are followed in the resolution of complaint/grievances.
Co-Chairs the Grievance Committee to facilitate final resolution to serious complaints/grievances or complaints/grievances to which the complainant disagrees with findings.
.
Responsible for maintaining policies and procedures related to complaint and grievance resolution, that ensures a high level of quality care and services are being delivered to the patients and families served by SJMHS through patient relationships.
Proactively communicates and collaborates with health system colleagues and leaders when evaluating data to identify trends and opportunities for improvement, leading or recommending Learning from Defects, Root Cause Analysis or project initiation.
Work in partnership with the Director of Accreditation to provide ongoing review and revision of organizational policies related to compliance with CMS Conditions of Participation, The Joint Commission (TJC) Standards and federal and state laws regarding patient rights.
Ensures compliance with regulations and requirements of the various regulatory agencies such as The Joint Commission and CMS.
Responds to requests from external agencies on behalf of the institution working with the appropriate department leaders.
Maintains continuous readiness, participating in all site visits, inquiries and activities to maintain appropriate standards.
Works with various Health System departments such as Medical Staff Services, Human Resources, Quality/Safety/Risk, Nursing, Social Work, and Marketing/Media Relations to address patient and family concerns that the patient/family feel have the potential for patient harm, that present the potential for legal liability, involve patient and family perception of patient injury or poor quality of care or matters affecting the image of the organization in the community.
Ensure that any ethical issues that arise within the context of patient or family complaints are appropriately referred to the Ethics Committee.
Develops and maintains a centralized reporting and tracking system, producing quarterly and annual summaries of complaints and grievances and reporting to the SJM Hospitals Board Quality Committees as required.
Communicates proactively with health system staff and physicians, evaluates data to identify trends and opportunities for improvement.
Provide written and verbal responses, which address patient's concerns clearly and concisely and that accurately reflect the organization's response as the representative of SJMHS.
Ability to focus on the speaker, listen for understanding, clarify needs and motivation and encourage speaker to verbalize intent, while maintaining non-biased perspective and neutral listening skills.
Screens patients/family members, during conversations, for appropriateness as a Patient Experience Advisor and provides the information to the Executive Director, Patient and Community Engagement.
Determines appropriateness and facilitates the identification of customer service and risk management write offs in response to complaints and or grievances, in compliance with regulations.
Develops education and training tools related to Patient Relations for new hire orientation of SJMHS physicians and associates as requested by host departments Provides ongoing education and promotes awareness of physicians, leadership and staff to support compliance with governing regulations and statutes.
Promotes customer-focused service recovery practices system-wide through efficient and effective complaint resolution and through consultation and training of health system staff in service recovery techniques.
Maintains working knowledge of Patient Satisfaction Surveys and comments systems.
Reviews monthly survey comments, following up on negative comments, if appropriate, and identifying trends.
Reviews, responds and appropriately processes all email correspondence that is received through the SJM Hospitals' website.
Shares compliments received from patients and visitors with staff.
Works closely with Integrated Health Associates Administration to facilitate resolution of complaints related to physician's private offices.
Maintains knowledge of current trends and developments in the field of Patient Relations/Customer Service by reading, consulting with colleagues throughout CHE-Trinity and by attending related seminars and conferences.
Maintains subject matter expertise by continuous monitoring and participation in national and local professional organizations for familiarity with the field's concepts and to identify opportunities to improve practices, policies, and procedures.
Achieves certification in applicable patient / health care consumer advocacy program.
Prioritizes workload and responsibilities to ensure that patient relations service standards are consistently met or exceeded.
Monitors department productivity and quality indicators.
Recommends reallocation of resources where indicated.
Maintains good rapport and cooperative relationships.
Approaches conflict in a constructive manner.
Helps to identify problems, offer solutions, and participates in their resolution.
Assures the confidentiality of information acquired that pertains to patients, physicians, associates and visitors to Saint Joseph Mercy Health System.
Assumes responsibility for performance of job duties in the safest possible manner to assure personal safety and the safety of co-workers and to report all preventable hazards and unsafe practices immediately to management.
Functions as the organizations Section 1557 complaint and grievance coordinator.
The Section 1557 Coordinator is, at a minimum, responsible for:
? Coordinating and monitoring the facility's compliance with Section 1557 and its requirements regarding discrimination in federally funded health care programs;? Overseeing prevention efforts to avoid Section 1557 violations from occurring;? Implementing the facility's discrimination complaint procedures with respect to allegations of Section 1557 violations; and? Investigating complaints alleging violations of Section 1557 discrimination.
Section 504 of the Rehabilitation Act Coordinator is at a minimum , responsible for:
? Coordinating and monitoring the facility's compliance with Section 504 and its requirements regarding discrimination in federally funded health care programs;? Overseeing prevention efforts to avoid Section 504 violations from occurring;? Implementing the facility's discrimination complaint procedures with respect to allegations of Section 504 violations; and? Investigating complaints alleging violations of Section 504 discriminationOTHER FUNCTIONS AND RESPONSIBILITIES? Behaves in accordance with the Mission, Vision, and Values of CHE-Trinity.
Educations:
Bachelor's degree in a healthcare, business or a related field.
Experience:
Five years progressively more responsible related work experience in health care.
Work experience in patient advocacy or customer service preferred.
REQUIRED SKILLS AND ABILITIES Excellent interpersonal and communication skills necessary to interact effectively, calmly and courteously with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care.
Ability to maintain non-biased perspective and neutral listening skills Crisis intervention and problem resolution skills.
Ability to defuse defensive, challenging or threatening language, demeanor and behavior.
Show creativity and apply quality improvement methods to problem solving.
Analytical skills necessary to collaborate with department heads, supervisors, senior management, Board of Trustees members and others in evaluating problems and assessing the potential harm if they are not addressed.
Ability to compile complex reports and develop presentations, maintaining accuracy and consistency.
Excellent written and verbal communication skills to present information clearly and persuasively.
Ability to present sensitive information with tact, diplomacy and respect.
Interpersonal skills to maintain sound working relationships with staff at all levels of the organization.
Ability to work as an effective team member.
Ability to work independently using developed sense of judgment and discretion.
Able to organize workflow and plan, coordinate and develop multiple projects.
Planning and organization skills, including needs assessment, goal setting, work plan design, coordination and evaluation.
Our Commitment to Diversity and InclusionTrinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states.
Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes.
We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Our Commitment to Diversity and InclusionTrinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states.
Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes.
We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran Recommended Skills Active Listening Administration Analytical Communication Community Management Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
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