Patient Relations Specialist - PFS

The Patient Relations Specialist is a critical role in ensuring positive interactions between Inova and our patients and families. This position is responsible for resolving patient concerns, complaints and grievances, providing excellent customer service by serving as a liaison between our teams and our patients and loved ones. Included in this advocate role is significant subject matter expertise to ensure our organization is compliant with Americans with Disabilities Act (ADA) and other governing bodies. Patient Relations Representatives will have ongoing training and education to stay updated on changes in healthcare regulations and best practices. Their expertise in these areas can contribute to better patient experiences, compliance with regulations, and the overall quality of healthcare services provided by the organization.

Job Responsibilities

• Patient Communication:
  • Act as the primary point of contact for patients and their families, addressing inquiries and concerns promptly and professionally.
  • Provide clear and empathetic verbal and written communication to patients, ensuring they understand their rights and responsibilities and all accommodations available in a timely manner.
  • Assists team members in communicating to patients and families policies/procedures within the Inova system.
  • Assist team members and providers in effectively communicating clinical knowledge and complexities of care into language appropriate for the receiver (patient and/or family).

• Complaint Mediation and Resolution:
  • Performs thorough investigations of complaints and grievances for leadership through detailed reviews of patient’s chart.
  • Works closely with healthcare team members to resolve issues while ensuring respectful and empathetic communication.
  • Facilitates meetings between patients, families, and healthcare providers, ensuring a respectful and constructive resolution.
  • Assists with patient lost belongings and resolutions.
  • Provides written feedback for grievances according to CMS guidelines.

• Patient Satisfaction:
  • Monitor feedback and relay stories and information to the appropriate leadership and patient experience team to enhance patient satisfaction and improve the overall patient experience.
  • Identifying common trends in patient/family feedback to specific areas for improvement and escalate to leadership as appropriate.
  • Provide insight to possible solutions to trends in patient and family issues.
  • Provide notary services for patients and families.

• Education and Support for Patients and Team Members:
  • Educate patients about available resources, services, and support programs.
  • Assist patients in navigating the healthcare system and obtaining necessary information.
  • Educate healthcare team members on Patients’ Rights and Responsibilities, ADA regulations and best practices for accommodating patients with disabilities and promote a culture of inclusivity.
  • Ensure that healthcare providers and staff are knowledgeable about accessible communication methods and assistive technologies.

• Policy Development:
  • Assist in writing policies and compliance with healthcare regulations, policies, and procedures related to patient relations and privacy.
  • Collaborate with the compliance and legal teams to develop and update policies and procedures related to Joint Commission grievance.

• Data Management:
  • Maintains the confidentiality of patient records and information.
  • Maintain detailed records of complaints and grievances, with all actions taken, and resolutions achieved.

• Collaboration:
  • Collaborate with other departments, including nursing, medical staff, leadership, decedent affairs, billing, quality, medical records, compliance, safety, patient experience and ethics to address the needs of our patients and their families.
  • Works with the risk and legal department to appropriate address patient/family grievances in a timely manner.
  • Assists with creating and delivering behavioral health contracts to patients.
  • Works with governmental bodies and community groups such as Joint Commission, Social Services, Office of Civil Rights, state and local police departments, adult and child protective services.

• Advocacy:
  • Advocate for patients of diverse backgrounds to receive the highest quality care while respecting their individual cultural backgrounds and preferences.
  • Provide attestations when necessary for patients without family or caregivers.
  • Advocating and assisting patients with documenting Advance Directives, Power of Attorney, Informed Consent, and their preferences for end-of-life care.
  • Assist patients navigate financial services and insurance regulations and resolve pay errors.

Additional Requirements

Certification - Certified Notary within 3 months of hireLicensure - N/AExperience - Two years of relevant experience.Education - Bachelor's Degree

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.

Inova Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.