Patient Relations Specialist

Job Description

The Patient Relations Specialist (RN) position is designed to provide a liaison between patients, caregivers, and the institution. This position provides a specific channel through which patients or caregivers can seek solutions to problems, concerns, etc. The position enables patients or caregivers to obtain solutions to problems by acting/facilitating on their behalf to different audiences such as Administration or any department or service. Resource coordination allows a collaborative effort for recommendations of alternative solutions to improve service(s) to patients or caregivers. Consequently, this position will be responsible for facilitating relationships between patients, visitors, medical staff, and Administration to resolve complaints and/or grievances. This position is also designated as a Risk Management caregiver that provides guidance to providers and caregivers, represents the department in various activities, remains an available resource for internal customers, and actively strives to provide open communication to ensure legal compliance through the organization.

Responsibilities

• Manages patient complaint/grievance process, which includes: facilitate resolution of complaints/grievances for patients and visitors; receive and document patient concerns/complaints in event reporting system; triage concerns/complaints when appropriate; monitor response to all complaints according to the complaint policy; advise and coordinate alternative resolutions to concerns/complaints; respond to patient or visitor concerns through written or verbal correspondence; maintain patient complaint/grievance database and provide reports from complaint database; establish positive working relationship with hospital staff and provide guidance in responding to patient and visitor concerns.
• Recognizes, diplomatically responds to and initiates the follow-up process by communicating patient care issues to appropriate departments and services for the purposes of affecting changes in processes to improve service.
• Develops a consultative relationship with organization leadership to build and sustain a patient/customer-focused culture, including ongoing outreach and education on Legal and Risk topics.
• Provide education for Mosaic Life Care staff as it applies to the delivery of the patient complaint management.
• Represents the Risk Department at a variety of meetings and committees, including all daily Safety Huddle and Bed Huddle meetings, Press Ganey Results Committee, and Ethics Committee and Ethics consults.
• Ensures standards related to patient complaint/grievance (DOH, CMS and TJC) are developed, approved, educated, and monitored.
• Serve as the point of contact for the Risk Main Call Line and provide guidance to providers and caregivers on Risk/Legal issues including holding in prompt to in person meetings when needed to clarify issues.
• Initial point of contact for outside attorneys, as well as funeral homes and families for death certificate signatures; answer questions from providers and caregivers after receiving communication from outside attorneys.
• Manages and directs the internal Guardianship process, as per Mosaic standard PR2015Acts as the point person between Mosaic and the attorney acting on our behalf. Ensure all documentation is notarized, secured and completed by the provider and social worker. Would communicate with the attorney to ensure that cases are filed with the courts and provide communication to Mosaic leadership and caregivers regarding the status of each case.
• Creates and develops education for caregivers regarding documentation, patient event reporting, and other risk issues.
• Other duties as assigned

Education

• Graduate of a school of nursing - Required
• BSN - Preferred

Work Experience

• 2 Years - Healthcare setting - Required

Licenses and Certifications

• Registered Nurse (RN) - State Licensure/Or Compact State Licensure - State Licensure/Or Compact State Licensure in state, depending upon designated work location - Required Upon Hire

Travel Requirements

• Must be able to travel between various system facilities an off-site locations as needed. - Required

Qualifications

Skills and Abilities

Essential Technical/Motor Skills

• The ability to use a computer, copy machine, fax machine and telephone to receive, calculate and enter information\data.
• Thorough knowledge of principles and practices of risk management and hospital and healthcare delivery system.
• Demonstrate experience in using risk management hospital experience to build quality management.
• Knowledge of Federal, State and local legislation and regulatory standards.
• Skill to organize and coordinate multiple activities and multiple parties.

Interpersonal Skills

• Essential to be capable of work in fast paced, high stress environment and dealing with people who are usually upset, angry, demanding, and unreasonable.
• It is necessary to have excellent oral and written communication skills.
• Other skills preferred are in conflict management, mitigation strategies, resolution, as well as great listening skills.

Essential Physical Requirements

• Must possess the abilities of movement, such as lifting, moving, reaching, typing and operating small business equipment.

Essential Mental Abilities

• Will possess a set of skills including, but not limited to forecasting, analyzing, synthesizing, explaining, adapting, comprehending, interpreting data, negotiating, organizational skills, speaking in front of groups, team leadership, conflict resolution, listening skills.

Essential Sensory Requirements

• Must be able to communicate via telephone and in person. Good (correctable) visual, hearing, feel, smell, and ability to distinguish colors.

Exposure to Hazards

• Electrical output of personal computer, eye and neck strain.
• Normal contaminants found in the typical hospital setting and when dealing with a variety of persons.

Other Skills and Abilities

About Us

Mosaic Life Care is a health care system in northwest Missouri. With a vision of transforming community health by being a life-care innovator, Mosaic places the holistic needs of patients first by providing the right care at the right time and place, offering high value and quality health care.

Mosaic has a wide array of benefits to meet each employee's individual needs. Our benefits were designed by listening to people just like you. Mosaic also offers several perks with a focus on ensuring our employees feel valued, including concierge services, employee lounge, wellness programs, free covered parking, free on-site and virtual health clinics and many more. When paired with compensation and recognition, it is what continues to make us the employer of choice for employees at any stage of their journey.