Patient Relations Specialist II

3 weeks ago

Mocksville, North Carolina, United States Atrium Health Full time
Overview

POSITION SUMMARY:
The Patient Relations Specialist II plays a crucial role in managing the interactions between patients, their families, and the personnel at Atrium Health. This position acts as a vital intermediary and negotiator for both internal staff and external stakeholders when challenges and concerns arise. The specialist gathers pertinent information for inquiries, categorizes issues and grievances, determines suitable follow-up actions, and facilitates the resolution of various problems. It is essential to maintain timely and strictly confidential documentation for review by accrediting bodies regarding patient care and hospital protocols.

This role requires a professional demeanor, outstanding interpersonal and communication skills, and a commitment to enhancing care and communication throughout the organization.

The specialist addresses moderately complex issues and refers more intricate matters to senior staff. A solid understanding of the subject matter is essential, and the role may involve providing leadership, coaching, and mentoring to junior team members.

EDUCATION AND EXPERIENCE:
A Bachelor's Degree in sociology, psychology, communications, or a related field is required.

A minimum of 3 years of experience in hospital patient relations or a similar field is preferred.

Familiarity with medical terminology and the service lines/chain of command within the organization is advantageous.

KEY RESPONSIBILITIES:

  • Identifies patient and family concerns, provides timely responses, and ensures follow-up to achieve resolution and satisfaction while documenting for future analysis aimed at enhancing quality of care.
  • Maintains confidentiality of patient information throughout all interactions.
  • Investigates and resolves issues presented by patients and families by collaborating with relevant Medical Center departments.
  • Conducts all duties and interpersonal interactions in a manner that reflects positively on Atrium Health.
  • Ensures all communications with patients, the public, physicians, and hospital staff are conducted promptly and courteously.
  • Fosters a compassionate and caring environment.
  • Assists in preparing monthly reports on Patient Relations.
  • Stays updated on professional knowledge by participating in required training, attending relevant conferences, and providing education on patient-and-family-centered care.
  • Delivers age-appropriate care in accordance with specific guidelines when interacting with patients and their families.
  • Performs additional duties as assigned, which may include covering front desk responsibilities or rounding on various units.

SKILLS AND QUALIFICATIONS:
Exceptional interpersonal and problem-solving abilities, with a strong dedication to enhancing care and communication within the organization.

Ability to manage high-stress situations calmly and effectively, particularly with emotional individuals.

Outstanding oral and written communication skills.

Professional appearance and demeanor.

Collaborates effectively with colleagues to promote a positive and cohesive work environment.

Possesses conflict resolution skills, is a team player, works independently, demonstrates gentle assertiveness, and is capable of engaging with diverse patients, family members, and all levels of professional and administrative staff.

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