Registered Nurse (RN) Patient Relations
Serves as clinical liaison between patients/families, hospital staff, physicians and the community. Is the conduit for complex clinical issues among the Patient Relations staff. Facilitates, mediates and problem-solves in situations when a patient is dissatisfied with a special focus on care giver issues. Provides guidance and instruction to hospital staff as needed to ensure timely resolution in alignment with regulatory agencies including Centers for Medicare and Medicaid Services and The Joint Commission. Responsible for documentation and data collection in the reporting module.
Provides clinical expertise among hospital constituents related to patient grievances, complaints and compliments.
Assists non-clinical staff in complex care cases.
Establishes and maintain patient/family communications through direct contact with the appropriate hospital staff.
Provides patients with comprehensive responses for all grievances that may arise during a patient’s visit.
Facilitates communication between nursing units and ancillary departments for the purpose of problem solving.
Responds to unusual or non-routine inquiries to ensure patient and/or family satisfaction.
Encourages understanding and adherence by both staff and patients to hospital philosophy on patient’s rights and responsibilities.
Acts as liaison with nursing/medical staff and community agencies to facilitate problem solving and service coordination.
Investigates patient complaints and provide suggestions for resolution.
Intervenes in emotional crisis situations as they involve patients, families of patients, or nursing personnel.
Collaborates with Claims Management and/or Compliance for assistance with regulations and best practices to mitigate risk for TMC.
Determines 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.
Prepares case closure letters for signature.
Follows-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: Bachelor’s degree in Nursing from a qualified, nationally-accredited nursing program, or an equivalent combination of relevant education and experience.
EXPERIENCE: Five (5) years RN nursing experience, preferably in an acute care setting with a background in public relations in a patient advocacy capacity in an interdisciplinary patient care setting.
LICENSURE OR CERTIFICATION: Active unrestricted RN license within the State of Arizona, or NLC.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of patient relation regulations, processes and initiatives.
Skill in both written and oral communications.
Skill in providing exceptional customer service skills.
Skill in meeting facilitation.
Ability to effectively develop programs to increase patient satisfaction and decrease litigation/regulatory exposure.
Ability to actively listen to concerns and resolve issues with patients and their families.
Ability to develop assumptions about consumer dissatisfaction, forecast events pertaining to same, and defines courses of proactive action.
Ability to analyze compound issues and provide problem solving skills to determine trends and appropriate course of action.
Ability to use Microsoft Office programs including EXCEL, Word, and PowerPoint.