Patient Relations Liaison - Patient and Family Experience

Hours

Full-Time: 80 Hours/Biweekly

8:00am - 4:30pm

General Summary

Works closely with the regional Patient Experience Specialist and the CareLine Specialists to support care leaders to swiftly and effectively address patient/family concerns and grievances that are not solved at time of expression. This role gives attention to tracking regulatory requirements associated with concerns and grievances, provides support to care leaders to coordinate needed communications for concern resolution and assesses trends to guide root cause improvements. Participates as needed in opportunities for improvement associated with care experiences.

Duties and Responsibilities

Essential Functions:

• Reviews daily friction points entered into CRS for accurate classification, follows up on concern/grievances and assists in investigation of situation in complex cases so that needed responses, resolution and service recovery are prompt.
• Crafts grievance final written responses with an empathetic and respectful communication style, conferring with the involved manager for signature and closure.
• Demonstrates relationship centered communication in all encounters with patients, families and staff.
• Serves as the coordinator of meetings for families and managers if necessary, for complex case resolutions.
• Performs patient and care area rounding (going to the Gemba) and summarizes observations for bright spotting and opportunities for improvement.
• Works with patients as assigned to gather feedback structured to inspire and drive improvements.
• Represents the patients' voice in grievance and concern resolutions and serves as coordinating lead for entity grievance committees and/or assigned patient advisory teams, councils or with patient partners.
• May assist with feedback and planning improvements in locations where real time feedback is in use.

Qualifications

Minimum Education:

• Highschool Diploma/GED required.
• Associates Degree preferred

Work Experience:

• 3 years Professional experience in a Healthcare or hospitality environment. Required
• Strong work history
• Outstanding customer service skills
• Great de-escalation skills
• Comfortable in a clinical environment
• Great problem solving skills

Knowledge, Skills, and Abilities:

• Excellent collaboration and communication skills, as demonstrated by active listening, open discussion, giving and receiving constructive and positive feedback, and providing accurate and complete information in a timely manner.
• Strong assessment skills.
• Exercises respect, integrity, and fairness in all interactions.
• Strives to prevent and resolve conflict and to build an environment of trust among the team.
• Microsoft Excel.