Patient Relations Liaison
6 days ago
The Patient Relations Liaison serves as a key liaison between patients, families, visitors, and the hospital's clinical and non-clinical staff. This role is responsible for ensuring that patients understand hospital policies, procedures, and services, and for providing solutions to problems and concerns. The Patient Relations Liaison investigates and responds to patient complaints and grievances, and works closely with the hospital team to improve patient perception of care and reduce complaints.
Key Responsibilities- Provides services to ensure patients' understanding of patient rights and hospital policy and protocol.
- Investigates and facilitates resolution of quality of care concerns/complaints/grievances for all patients and families/visitors.
- Works independently to manage complaint cases from initial contact, through appropriate documentation, investigation, resolution, and response to the patient or family member.
- Documents patient/visitor concerns, compliments, comments, and suggestions, including demographic data, synopsis of incident, actions taken to resolve, and outcome.
- Provides complaint process oversight and responds to escalated concerns as necessary.
- Requests and reviews medical records, notes, and/or detailed bills as appropriate, and formulates conclusions per protocol and other business partners to determine response.
- Educates staff, patients, and patient families about the rights of patients in accordance with federal, state, and regulatory agencies.
- Works 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.
- Requires advanced emotional intelligence to find the root cause of dissatisfaction.
- Assists units with de-escalation techniques, assesses unit needs in conjunction with anger.
- Coordinates interventions/services with multiple departments, including finance, quality, and risk management.
- Identifies system-related problems, via patient/visitor data, and works collaboratively with physicians, administrators, managers, and staff to improve process.
- Assists in the development and presentation of patient rights, customer service, and service recovery training data.
- Participates and/or chairs committees, work groups, and/or process improvement teams.
- Makes periodic rounds, communicating with patients and staff regarding needs and expectations.
- Assesses, meets, or exceeds customer needs and expectations using appropriate resources within the system and provides service recovery.
- Mediates in family meetings with treatment teams and families.
- Maintains collaborative working relationships with others.
- Initiates or assists with efforts to improve the value of services by improving processes and reducing costs.
- Refers patients, families, and visitors to appropriate services and resources, and responds personally with innovative solutions when other alternatives are not available.
- Follows up on referrals from administration, leadership, medical staff, and volunteer patient advocates regarding patients' perception of care or services.
- Coordinates and communicates with staff and patients/families regarding lost items.
- Assists with coordinating interpreter services according to CMS/DOH/ADA regulations and Joint Commission guidelines, educates staff, ensures, and monitors usage.
- Prepares reports and communicates with department managers/senior administration on a regular basis. Assists with reports for performance improvement.
- Identifies system issues/trends; makes recommendations; and assists in resolutions and opportunities for improvement in service delivery.
- Participates in the development of policies and procedures related to patient rights and satisfaction.
- Provides accurate and complete documentation regarding the investigation process, including subjective data, objective data, assessment, and resolution.
- Participates on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction.
- Has an advanced level of medical terminology to assist with health literacy standards.
- Has advanced knowledge of all hospital policies, protocols, and procedures.
- Ability to de-escalate high conflict situations and mitigate risk and public exposure.
- Assists in Quality Assurance of documentation and other regulatory components.
- Assists with supervision of volunteers.
- Demonstrated ability to build relationships with patient advocacy groups, professional associations, and expert stakeholders.
- Ensures that all initiatives are well-organized and adhere to accepted professional standards as established by federal, state, and regulatory guidelines.
- Ability to work effectively with cross-functional and leadership teams to achieve collective goals.
- Collaborates with site-based leadership to promote and sustain patient relations strategic plan.
- Supports inter-departmental functions to provide optimal patient and customer experience.
- Fosters and maintains relationships with key stakeholder leaders and teams to ensure patient and family-centered care culture, care delivery, and hospitality.
- Supports the development, implementation, and evaluation of patient/customer experience-based programs, projects, and improvements.
- Demonstrates a basic understanding of how to collect and interpret patient experience feedback, data, and performance metrics.
- Collaborates with site-based leadership to promote and sustain patient experience strategic plan.
- Coordinates educational and training programs aimed at engaging team members in patient/customer experience culture.
- Provides emotional support to patients, families, visitors, and team members (e.g., during rounding, phone calls, and/or other interactions).
- Performs service recovery, follows policies/procedures regarding concern and complaint management, escalates to leadership when appropriate.
- Operates under general guidance and work assignments are varied in complexity and may require interpretation and independent decisions on course of action.
- Project management and reporting skills, with the ability to manage multiple projects simultaneously.
- Excellent verbal and written communication skills.
- Demonstrated awareness of the issues of diversity and inclusion.
- Confident personal presence, with skills in public speaking and experience managing and hosting live activities/programs.
- Adheres to WPH Performance Standards, behaviors, rules, regulations, and policies of WPH and regulatory requirements, including issues that pertain to patient rights.
- Functions as the backup to the Director as the primary liaison for members of leadership for any case-related issues.
- Weekend and shift coverage as needed.
- Performs all the functions of a Patient Relations Coordinator.
- Performs all other related duties as assigned.
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