RN Patient Relations Navigator

At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you! The Patient Relations Service Center is a small team of nurses and other professionals trained to handle post‑discharge patient clinical care/quality of service complaints and grievances for Banner hospitals. We work with Banner’s top executives to bring answers to the questions our patients have about the care they received. We investigate the care our patients received, partner with leaders and physicians in our hospital settings, and provide findings back to our patients. Our team believes in collaboration, supports one another each day, and values work‑life balance and a sense of belonging. Primary City/State: Mesa, Arizona Department Name: Clinical Risk Mgmt & Ptnt Rel Work Shift: Day Job Category: Risk, Quality and Safety Schedule: Monday through Friday – 8:00 a.m. to 4:30 p.m. Training is typically 5‑7 weeks and will be 100% in‑office at Banner Health Mesa Corporate. After training, you will primarily work from home with periodic office visits. Within Banner Health Corporate, you will have the opportunity to apply your experience and expertise in support of a nationally‑recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Position Summary This RN Patient Relations Coordinator stewards patient complaint/grievance cases to resolution, writes correspondence for regulatory compliance, and ensures privacy and confidentiality of patient information according to HIPAA. The coordinator addresses patient relations issues across multiple entities, turning problems into opportunities for positive outcomes. Responsibilities include performing complex investigations when patients or family members are not physically present, documenting all incidents compassionately, and serving as a project manager to ensure timely resolution. The role interacts with patients, staff, clinical leadership, and regulatory partners to provide missing information and build mutually beneficial relationships. Core Functions Intakes and documents all issues relayed by the patient or family member and investigates, documents and coordinates resolution of service quality concerns assigned to them in this role which may be clinical and non‑clinical in nature. This includes ensuring all policies, procedures and processes are followed to achieve timely resolution of service and care related complaints and grievances, including reviews of patient records, escalations and adhering to applicable system guidelines and regulatory requirements. Communicates directly with clinical and senior executive leadership to obtain thorough investigative findings in response to all stated concerns. Ensures entity has contacted patient to address stated concerns. Coordinates needed information to facilitate the completion of a letter to patient as needed. Must also ensure privacy and confidentiality of the patient by complying with HIPAA and privacy policies. Composes, proofreads and edits grievance letters. Ensures that responses to patients’ concerns are clinically accurate and that letters conform to system and regulatory approved letter formats. Ensures letters are written in a timely manner and notifies patients in writing and/or by phone of any delays. Maintains consistency in writing style and is proficient in the mechanics of writing, including spelling, grammar, punctuation, syntax and idiom. Maintains comprehensive complaint database and records; works to promptly resolve complaints utilizing advanced problem‑solving skills and ensures compliance with established authority guidelines; prepares and maintains related letters, reports, documents, and/or other related correspondence. Identifies and helps recognize employees for best practices in delivering an ideal experience and providing timely resolution. Identifies best practices for complaint resolution across the system and recommends policy and process improvements accordingly. Assists in informing, educating, and training staff on issue avoidance, resolution timing, recording tool, patient rights, system policies, customer service practices, and/or other applicable items that impact the patient experience. Will serve as initial point of contact for any patient relations issues when patient/family member is not physically present at an entity. Responds in a compassionate manner and improves the overall patient experience by this encounter through effective communication that conveys caring. Records all incoming concerns/complaints into the record system. Ensures all data is collected to assist in the completion of investigative findings and patient/family callback information. Assists teammates with entering cases in a timely manner and answering incoming calls. Will serve as point of contact for regulatory investigation and present data at facility Leadership and quality meetings. This position is responsible for working across multiple entities across staff at all levels to drive an exceptional experience with problem resolution completed in a timely manner. This role will also require medical knowledge as reviewing patient records will be required. This role is responsible for maintaining a balance between established parameters and a positive patient experience. Responsible for system accountability for specific activities surrounding patient satisfaction. Internal customers range from executive staff to point of service providers and staff. External customers are patients, family members, medical staff, payers, and the community‑at‑large. Minimum Qualifications Bachelor’s degree in Nursing (BSN) from an accredited institution or the equivalent of education and experience combined. Current RN licensure in the state of practice required. Must obtain CPHRM certification within 2 years of hire. Three to five years of clinical nursing experience; or three to five years as a Customer/Patient Relations Representative; or three to five years in Clinical Quality Assurance, Risk Management or Regulatory areas. Strong knowledge of medical terminology and robust understanding of medical practices. Excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of stakeholders. Excellent working knowledge of personal software packages such as Microsoft Office. Ability to organize, prioritize and multi‑task workload in a fast‑paced environment. Skilled in solving problems to facilitate communication between patient and hospital, maintaining composure and professional demeanor in difficult and stressful situations. Passion for providing excellent customer service, collaboration and continuous improvement. Preferred Qualifications At least two years of experience in customer service field in a medical environment. Bilingual skills may be a plus. EEO Statement: EEO/Disabled/Veterans #J-18808-Ljbffr Banner Health