Patient Relations Specialist

Patient Relations SpecialistJob Summary: The Patient Relations Specialist manages the Complaint and Grievance Management processes for all areas included on the Loma Linda University Medical Center license. Supports the mission of the Medical Center by listening to and advocating for our consumers' concerns, proactively solving problems to meet the customers' needs and expectations, facilitating system and process changes identified by trends from customer complaints and grievances, acting as liaison between consumers of health care services and the organization's Administration, staffs, and physicians. Coordinates the daily and long-term activities of the Patient Relations Department and Patient Relations program, ensuring that CMS regulations, policies, practices and procedures are followed and compliance with Joint Commission. Develops, recommends and implements administrative patient representative policies and desktop procedures as needed. Hires and trains patient representative staffs. Attends and participates in Department Head, Quality Resource Management projects, Incident Review Committee, Institutional Review Board meetings. These services may be provided for both LLUMC and LLUCH hospitals. Performs other duties as needed.Education and Experience: Bachelor's Degree required or an additional four years of experience required in lieu of degree. Master's degree preferred. Minimum four years experience in a healthcare setting with training in complaint management, mediation, conflict negotiation or resolution, data management, interpersonal communication, and crisis intervention required.Knowledge and Skills: Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position. Able to relate and communicate positively, effectively, and professionally with others. Be assertive and consistent in following and/or enforcing policies; work calmly and respond courteously when under pressure; demonstrate excellent listening skills; work as a team player to achieve Medical Center and departmental goals; showing ability to convince others to cooperate or follow a specific course of action. Utilizes conflict resolution, mediation and crises deescalating principles in addressing complaints and grievances. Able to hear sufficiently for general conversation in person and on the telephone; identify and distinguish various sounds associated with the workplace; see adequately to read items necessary to the position. Able to communicate in English by phone, in person, in writing and on the telephone with customers, patients, guests, family members, staffs and others. Able to think critically; calculate, manipulate and interpret numbers; perform basic math functions; manage multiple assignments effectively; compose written material; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Ability to maintain strict confidentiality. Licensures and Certifications: Registered Nurse (RN) or Licensed Clinical Social Worker (LCSW) licensure preferred.Our mission is to continue the teaching and healing ministry of Jesus Christ. Our core values are compassion, excellence, humility, integrity, justice, teamwork and wholeness.Loma Linda University Health is a Seventh-day Adventist, faith and values based Christian institution. Candidates must understand and embrace the mission, purpose, and identity of Loma Linda and its affiliated entities. We are an equal opportunity employer committed to the principles of diversity. We provide equal opportunities in all aspects of the employment process to every individual, regardless of gender, race, color, age, national origin, ancestry, physical or mental disability, marital or veteran status, genetic information or any other characteristic protected by law. In addition, we will provide reasonable accommodations for otherwise qualified individuals requesting an accommodation due to a disability. If you need accommodation assistance with accessing our job listings or completing an application, or during any other phase of employment with us, please contact Human Resources Management at View phone number on click.appcast.io. Loma Linda University Medical Center is a religiously-qualified Equal Opportunity Employer under Title VII of Civil Rights Act of 1964. No question on this application is asked for the purpose of unlawfully limiting or excluding any applicant's consideration for employment because of race, color, religion, gender, age, national origin, disability, genetic information, or any other status protected by applicable law. If you need a reasonable accommodation in the hiring process, please notify Human Resource Management. Loma Linda University Children's Health