Patient Relations Representative

Primary City/State:
Deer Valley - 19829 N 27th Ave Phoenix, AZ 85027
Category:
Patient Services
Shift:
Day
Department:
Patient Experience
M-F 8:00am-4:30pm
Healthcare background preferred.

Great care starts with great people. (Like you.)

At HonorHealth, you'll find something special. From humble beginnings in 1927 to one of Arizona's largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most - caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:

JOB SUMMARY

The Patient Relations Specialist has the responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures.

ESSENTIAL FUNCTIONS

• Manages the patient complaint process:
  Promotes an active process to allow patients to voice concerns and complaints.
  Receives complaints and concerns from staff, patients, families, and others.
  Leads the facility's Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome.
  Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints.
  Investigates and works to support patient complaint resolutions in a timely manner.
  Documents complaints into the MIDAS system; educates staff on documentation requirements. Complaints and concerns are summarized and compiled for reports to management to influence improvement
  Responds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement.
• Manages the formal patient grievance process:
  Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards.
  Inputs documentation into the MIDAS system following department standards.
  Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management.
  Manages the timely written response to grievances.
  Educates patients about their grievance process rights.
  Educates employees about the grievance process.
  Provides grievance data to the organization's continuous improvement efforts.
  Provides patient survey feedback and other patient experience feedback to management. Collaborates on best approach for resolving issues; identifies potential trends. Shares with administration and the appropriate managers and clinical providers, information received from patients' comments during:
  HCAHPS and other surveys
  Letters/cards to the CEO
  Patient rounding
  Rounds regularly in the patient care and service areas to partner in improving patient complaints/grievances:
  Greets patients and families, and practices active listening to determine needs and concerns.
  Role models Go Beyond Service Behaviors.
  Attends nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances and improving patient experience. Initiates meetings with stakeholders when necessary.
  Supports the campus patient/family councils for experience improvement.

EDUCATION

• High School Diploma or GED Required
• Other / Certificate Bachelor of Science Preferred

EXPERIENCE

• 2 years experience in a customer advocate/customer relations or related position Conflict resolution /de-escalation experience Required
• 3 years experience in an acute hospital setting Preferred

LICENSE AND CERTIFICATIONS

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