Patient Representative

Patient Representative

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County. Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

Purpose of this position: Using the principles of Patient and Family Centered Care as the foundation for all work performed and excellent customer service as the driver, perform advocacy role for all HCMC patients and visitors by serving as liaison between patient/visitor and medical center staff when there is a complaint, concern, issue or grievance. Actively listen to patients/visitor concerns, complaints, issues and grievances to achieve satisfactory response/resolution at point of contact. If responding/resolving is not possible at point of contact, accurately present point of view of patient/visitor to appropriate hospital staff through verbal and written communication. Proactively facilitate resolution to patient/visitor concerns, complaints, issues and grievance by working with and assisting staff to achieve satisfactory results for that patient/visitor as well as achieve service recovery. Fulfill all requirements set by Federal and State law as well as regulatory bodies regarding formal healthcare patient/visitor complaints and grievances. Educate, explain and/or promote understanding of hospital processes, policies, and procedures as they relate to patient rights to patients, visitors and staff. To serve as a stopping point for patients/visitors with questions and proactively assist them in finding answers and/or achieving results.

Responsibilities:

• In a professional, courteous, and Patient Centered manner, accurately intake and document all patient/visitor concerns, complaints, issues and grievances following the required standards set forth by legal and regulatory bodies
• Proactively respond to patient/visitor concerns, complaints, issue and grievance verbally and through written correspondence
• Actively work with medical center staff to provide directions/assistance in regards to complaint, concern, issue or grievance investigation and a satisfactory response/resolution.
• Serve as a one-stop hospital resource for patient/visitor questions concerning HCMC services
• Proactively monitor and track all formal concerns, complaints, and grievances to ensure timely and appropriate response per medical center policy by using complaint database
• Serve as a medical center resource for patients/visitors with questions regarding community resources as they relate to medical center operation and care delivery
• Establish positive, professional working relationships with all medical center staff
• Serve as hospital resource to work with all staff in defusing patient situations that are escalating and creating disturbances to other patients and visitors

Secondary Duties:

• Accurately maintain medical center patient complaint database following all legal and regulatory standards
• Generate and run formal patient complaint reports for Clinical Council and other medical center staff as requested and appropriate
• Coordinate and facilitate care conferences and/or meetings as required and appropriate
• Provide way-finding assistance for all HCMC patients/visitors by escorting them to desired destination
• Maintain up to date and accurate resources (internal/external) and regulatory standards applicable to patient rights
• Providing all patients/visitors with a positive experience while at HCMC

Qualifications:

Minimum Qualifications:

• Bachelors degree in marketing, communications, public relations, healthcare administration, psychology, human services, social work or a closely related field
• At least one (1) year of experience in customer relations, marketing, public relations or human services -OR- An approved equivalent combination of education and experience

Preferred Qualifications:

• Previous experience working in a health care setting
• Fluency in both Spanish and English

Knowledge/ Skills/ Abilities:

• Excellent organizational, analytical, written, critical thinking and verbal communication skills
• Ability to relate well with people of various backgrounds and all levels of the organization

Department: Patient Relations