Patient Relations Specialist

Hours:

Shift Start Time:

Shift End Time:

AWS Hours Requirement:

Additional Shift Information:

Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant's years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices. 

As part of our recruitment process, you may receive communication from Dawn, our virtual recruiting assistant. Dawn helps coordinate scheduling for screening calls and interviews to ensure a smooth and timely experience. Rest assured, all candidate evaluations and hiring decisions are made by our recruitment and hiring teams.

What You Will Do
Serves as a liaison between patients, visitors, volunteers and physicians with the objective of enhancing the understanding of hospital policies and services. Resolve patient/visitor complaints and respond to patient/visitor inquiries. Proactively participates with departments to improve patient satisfaction. Proactively obtains resolution of concerns brought to patient relations department. Uses clinical knowledge to assess quality of care and minimizes risks by providing trends, analysis and performance improvement of potential risk and quality of care issues.

Required Qualifications

• 3 Years experience in healthcare; preferably in social services or a hospital environment.Or
• 2 Years direct experience with patient or family complaints, grievances, and advocacy. Preferably as a Patient Relations Specialist, Patient Advocate, Ombudsman, Patient Navigator or similar positions.
• Social Work, Nursing or health related Professional with extensive experience in healthcare Consumer Advocacy.
• Experience in analytical problem solving; high degree of resourcefulness; able to work without close supervision.
• Clinical practice experience and knowledge sufficient to determine issues based on interview and chart.

Other Qualification Requirements

• Bachelor's degree in Social Work or a health care related field with two years of experience in an acute care hospital or ambulatory care setting; or Master's degree in Social Work or a health care related field - Required.

Essential Functions

• Correspondence
  Prepares correspondence in response to complaints received by patient, or designee.
  Prepares correspondence that is articulate, clear, concise and appropriate.
  Prepares correspondence to letters receive by the hospital, within 10 days of receipt.
  Investigates and resolves issues identified in patient/family correspondence.
• Financial analysis
  Completes financial adjustments and patient reimbursement as per policies and procedures.
  Provides oversight to Project HELP funding program in collaboration with the administration support services department.
  Provides education to reinforce the goals of Project HELP and ensure safety and wise use of resources.
• Lost and found
  Collaborates with Security Department to resolve issues regarding lost patient items.
  Provides recommendations for system improvements to reduce loss of patient belongings.
  Assists with providing reimbursement without managerial approval, up to $500.
• Patient complaint analysis
  Analyzes data and identifies trends noted within the complaints received.
  Provides feedback to department, where trends are identified, and collaborates with unit/department to create improvement processes.
  Identifies hospital global issues and collaborates with necessary parties to reduce/eliminate risk.
  Assists in preparing responses to government entities, in collaboration with the Regulatory Affairs Department, in regards to patient complaints.
  Assists Sharp HealthCare Risk Management Department in assessing entity risk issues.
• Problem resolution
  Investigate, resolve and respond to patient/visitor concerns in a professional and proactive manner through the closure of the complaint.
  Develop a consultant relationship with unit/department leadership and staff, for recommendations during the investigation process in order to achieve complaint closure and to build and sustain a patient/customer-focused culture.
  Responds to patient complaints presented during business hours within 4-hours.
  Responds to outside telephone and written complaints within 1 business day.
  Maintains complete documentation of complaint investigation, parties interviewed and complaint resolution provided to the patient or designee.
  Maintains correspondence provided to patient in response to complaint received.
  Uses clinical knowledge to effectively review charts, gather information through interview and assessment and create a plan for intervention and resolution.
  Participate on committees, work groups, and/or process improvement teams to improve patient/customer satisfaction.
  Refers consumers to appropriate services and resources as needed.

Knowledge, Skills, and Abilities

• Ability to relate to persons of all ages and diverse backgrounds, skills and abilities.
• Effective interpersonal skills: oral, written and presentation skills.
• Ability to handle difficult situations with tact and diplomacy and present a professional image.
• Ability to work collaboratively within a collegial department and multidisciplinary setting.
• Excellent interviewing and assessment skills.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class