Patient Relations Liaison

7 days ago


Flagstaff, Arizona, United States Northern Arizona Healthcare Corporation Full time

Job Summary

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The Patient Relations Liaison plays a pivotal role in ensuring exceptional patient care and satisfaction at Northern Arizona Healthcare Corporation. As a key member of the PR department, this specialist will serve as a central resource for addressing customer concerns across all NAH facilities.

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About the Role

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This is an exciting opportunity to join our team as a Healthcare Advocate Specialist, where you will provide support, guidance, and direction to patients, visitors, physicians, and hospital staff in both proactive and reactive problem resolution. You will represent the administrative team when interacting with patients and their families, while being a member of the PR department tasked with investigating, resolving, documenting, troubleshooting, and participating in service recovery initiatives.

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Main Responsibilities

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  • Communications and Education">

You will be responsible for communicating effectively and professionally (written, verbal, electronic) with patients, families, care teams, and leadership. Additionally, you will provide meaningful education to patients, families, staff, care teams, and leadership.

">Investigation and Resolution">

You will investigate and resolve complaints and grievances in a timely and professional manner, maintaining thorough documentation throughout the process. This includes collaborating with appropriate leaders and departments to ensure comprehensive investigations are conducted.

">Data Analysis and Reporting">

You will analyze patient satisfaction, complaint, and grievance data to identify trends and opportunities for improvement. This will inform recommendations for enhancing customer service excellence and drive positive change within the organization.

">Safety and Compliance">

You will maintain knowledge of EMR programs to perform thorough reviews of patient-specific medical records. Furthermore, you will report safety-related incidents in a timely fashion and attend relevant training programs to ensure compliance with state and federal regulations.

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Requirements and Qualifications

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To be successful in this role, you will need:

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  • Bachelor's Degree or equivalent 7 years of clinical healthcare experience; Master's degree in a healthcare-related field is preferred.">
  • Minimum 5-7 years of clinical healthcare experience; minimum 5 years of experience in an acute care hospital setting, preferably with progressive experience in patient relations, patient safety, patient navigation, and coordination.">
  • Active unrestricted Arizona RN License, Respiratory Care Practitioner Certification, or other clinical license and/or certification; strong preference for Patient Advocate Advanced Practice Certification.">
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Compensation and Benefits

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We offer a competitive salary of $65,000 - $80,000 per year, commensurate with experience. Additionally, we provide comprehensive benefits, including health insurance, retirement plans, paid time off, and ongoing professional development opportunities.

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Northern Arizona Healthcare Corporation

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As a leading healthcare provider in Northern Arizona, we value teamwork, compassion, and innovative thinking. We are committed to delivering exceptional patient care and promoting a healthy work-life balance for our employees.

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Average Salary: $72,500



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