Patient Relations Specialist
Serves as liaison between patients/families, and hospital staff, physicians, and the community. Facilitates, mediates, and problem-solves in situations when a patient is not satisfied, and resolution is not easily attained. Provides guidance and instruction to hospital staff as needed to ensure patient concerns are responded to in a timely and effective manner. Documents, communicates, and facilitates grievance resolution in alignment with regulatory agencies. (i.e. Centers for Medicare and Medicaid Services, The Joint Commission). Assists in gathering and presenting data and information from the electronic Patient Relations reporting module.
Establish and maintain patient/family communications through direct contact with the appropriate hospital staff.
Provide patients with comprehensive responses for all grievances that may arise during a patient’s visit.
Facilitate communication between nursing units and ancillary departments for the purpose of problem solving.
Respond to unusual or non-routine inquiries to ensure patient and/or family satisfaction.
Encourage understanding and adherence by both staff and patients to hospital philosophy on patient’s rights and responsibilities.
Act as liaison with nursing/medical staff and community agencies to facilitate problem solving and service coordination.
Investigate patient complaints and provide suggestions for resolution.
Serve as designated liaison representative between patients and hospital, through whom patients may voice their problems and concerns.
Intervene in emotional crisis situations as they involve patient, families of patients, or nursing personnel.
Collaborate with Claims Management and/or Compliance for assistance with regulations and best practices to mitigate risk for TMC.
Determine whether the patient’s concerns warrant a formal complaint. Explains the grievance process to patient/reporter and if agreed, a formal grievance is filed according to CMS guidelines.
Assist providers, department managers, and directors with specific tasks to fulfill case requirements, ranging from documenting in case, writing the response letter or approval of response letter.
Follow-up with managers and directors to ensure cases are investigated properly and cases can be closed in a reasonable time frame.
Adheres to and supports team members in exhibiting TMC values of integrity, community, compassion, and dedication.
Exhibits excellence in customer service through appropriate attitude and interaction with all patients, visitors and staff.
Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.
Performs related duties as assigned.
EDUCATION: Associate's degree or equivalent from two-year College or technical school, or an equivalent combination of relevant education and experience.
EXPERIENCE: One (1) year of customer service experience preferably in an acute care setting.
LICENSURE OR CERTIFICATION: None required.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of customer interaction best practices.
Skill in communicating to patients, families and hospital staff to facilitate problem solving.
Knowledge of TMC departmental practices and procedures.
Ability to effectively present information and respond to inquiries or complaints from employees, patients and/or their representatives, and the general public.
Ability to add and subtract two-digit numbers; ability to read a clock and accurately document time.
Ability to define problems, collect data, establish facts, and draw valid conclusions.