Patient Relations Specialist

2 weeks ago

Lorain, Ohio, United States Bon Secours Mercy Health Full time

Overview:

At Bon Secours Mercy Health, our commitment lies in enhancing the quality, safety, and cost-effectiveness of healthcare services. Our facilities and healthcare professionals are acknowledged for their excellence in both clinical and operational domains.

Role Summary:

The Patient Advocate acts as a crucial intermediary between patients or their representatives and the medical staff, ensuring that patient concerns are addressed effectively. This position serves as the primary contact for grievances, coordinating the thorough documentation and resolution of complaints raised by patients or their representatives while ensuring adherence to regulatory standards.

Key Responsibilities:

  • Accurately document all patient complaints or grievances in the designated safety event database, including relevant details such as the date, location, summary of the issue, resolution process, and the individual responsible for addressing the grievance.
  • Collaborate with clinical and hospital leadership to facilitate timely and appropriate resolutions to complaints and grievances, ensuring patients are informed of outcomes in accordance with established policies and regulations.
  • Collect, analyze, and report grievance data to the facility Grievance Committee and other relevant leaders, contributing to the preparation of the annual report for the Board of Trustees.
  • Establish a consultative relationship with department leaders and medical staff to thoroughly investigate and resolve issues.
  • Ensure that information regarding the complaint and grievance process is current and accessible to patients.
  • Maintain proficiency in relevant software systems and utilize strong communication skills to engage effectively with patients, families, and staff.
  • Exhibit exceptional listening skills and professionalism when addressing patient concerns, employing a collaborative approach to problem-solving.

Qualifications:

  • Bachelor's Degree required.
  • Experience in a healthcare-related field is essential.
  • Strong verbal and written communication skills, with the ability to manage challenging situations with tact and diplomacy.
  • Proficiency in Excel and excellent organizational skills.
  • Self-motivated with the ability to meet deadlines independently.

Work Schedule:

This is a full-time position, requiring 40 hours per week during daytime hours.

Benefits:

We offer a comprehensive benefits package that includes:

  • Affordable medical, dental, and vision plans
  • Prescription drug coverage
  • Flexible spending accounts
  • Life insurance with AD&D
  • Employer contributions to retirement savings plans
  • Paid time off
  • Educational assistance
  • And much more

Bon Secours Mercy Health is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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