Patient Relations Liaison

3 days ago


White Plains, New York, United States White Plains Hospital Full time
Job Summary

White Plains Hospital is seeking a highly skilled Patient Relations Liaison to join our team. As a key member of our hospital's patient relations department, you will serve as a liaison between patients, families, visitors, and our clinical and non-clinical staff. Your primary responsibility will be to assist patients in understanding hospital policies, procedures, services, and obtaining solutions to problems and concerns.

Key Responsibilities
  • Investigate and Respond to Patient Complaints: Investigate and facilitate resolution of quality of care concerns/complaints/grievances for all patients and families/visitors by engaging with their healthcare providers.
  • Provide Excellent Customer Service: Work collaboratively with the healthcare team in clarifying issues, and promoting prompt and caring resolution of patient/family concerns.
  • Manage Complaint Cases: Work independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member.
  • Document Patient Concerns: Document patient/visitor concerns, compliments, comments, and suggestions to include demographic data, synopsis of incident, actions taken to resolve and outcome.
  • Provide Education and Training: Educate staff, patients, and patient families about the rights of patients in accordance with Federal, State, and Regulatory agencies.
  • Collaborate with Interdisciplinary Teams: Work within the interdisciplinary care team to support timely communication of member issues or needs and monitors screening of members effectively to improve quality and cost outcomes.
  • Identify System Issues: Identify system related problems, via patient/visitor data, and works collaboratively with physicians, administrators, managers, and staff to improve process.
  • Develop and Present Training Data: Assist in the development and presentation of patient rights, customer service, and service recovery training data.
  • Participate in Committees and Work Groups: Participate and/or chair committees, work groups, and/or process improvement teams.
  • Perform Service Recovery: Perform service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership, when appropriate.
Requirements
  • Education and Experience: Bachelor's Degree in related field with 3 years of experience within a healthcare facility required. Certificate in Patient Advocacy required or obtained within 6 months of hire.
  • Skills and Abilities: Excellent communication and people skills, impeccable grammar and writing abilities, attention to detail, ability to work independently, organize and able to set priorities; knowledge of patient rights and regulatory requirements; demonstrates awareness of determining patient care of all age groups; conflict resolution techniques; ability to maintain composure under stress, a systems approach to problem solving; public relations principles; death and dying/grieving process; advanced understanding of medical terminology; hospital operations, policies and procedures; community resources; advanced understanding of department and hospital safety practices and policies; infection control practices and policies; department and hospital emergency response policies and procedures; proficient computer skills.
Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) data base and may be accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.

Primary Population Served

Check appropriate box(s) below:

  • Neonatal (birth - 28 days)
  • Patients with exceptional communication needs
  • Infant (29 days - less than 1 year)
  • Patients with developmental delays
  • Pediatric (1 - 12 years)
  • Patients at end of life
  • Adolescent (13 - 17 years)
  • Patients under isolation precautions
  • Adult (18 - 64 years)
  • Patients with cultural needs
  • Geriatric (> 65 years)
  • All populations
  • Bariatric Patients with weight related comorbidities
  • Non-patient care population


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