Patient Relations Liaison Specialist

1 week ago


McHenry, Illinois, United States Northwestern Memorial Healthcare Full time
Job Title:

Patient Relations Liaison IHR

About the Role:

This position plays a vital role in ensuring that patients and their families receive exceptional care and service at Northwestern Medicine. As the face of the organization, you will facilitate effective communication between patients, staff, and leadership to resolve grievances and improve patient satisfaction.

Responsibilities:
  • Represent Executive Administration during critical events and escalate issues as needed.
  • Serve as a conduit to Risk Management, Safety, and Quality initiatives to leverage patient feedback for improvements.
  • Collect, review, document, and monitor reported feedback related to care, processes, systems, and staff from a patient's perspective.
  • Investigate and respond to de-escalate and manage grievances, potential claims, and allegations against Northwestern Medicine staff.
  • Maintain thorough and timely documentation.
  • Communicate with patients verbally and in writing throughout the investigation.
  • Collaborate with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
  • Act as a hospital-wide resource to facilitate difficult communication and care issues; expertly navigate crucial conversations.
Qualifications:

Required:

  • Bachelor of Science or Bachelor of Arts degree.
  • Minimum 3 years of experience in Patient Relations with proven success in conflict resolution.

Preferred:

  • Bachelor's in Nursing, Psychology, Health Care Administration, or related fields.
  • Working knowledge of cultural and organizational structures of Northwestern Medicine.
Compensation:

The estimated salary range for this position is $65,000 - $80,000 per year, depending on qualifications and experience.



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