Patient Relations Rep

Description

The Patient Relations Representative leads Lurie Children’s in complaint resolution, service recovery and patient family experience.

The Patient Relations Representative partners with staff, physicians and leaders to provide coaching, education and support.

As part of the Center for Excellence, Patient Relations partners with Patient Safety and Performance Improvement to identify trends and opportunities for improvement. Essential Job Functions :

• Serves as a resource to effectively and efficiently address the concerns and complaints of patients and families across the organization.
• Maintains a formal documentation system for tracking complaints and grievances consistent with internal and external policies and regulations.
• Analyzes and presents complaint and grievance data to leaders and staff to identify trends and opportunities for improvement.

As part of this process, incorporates additional data from sources such as patient-family surveys.

• Provides team-based and organizational education and coaching on conflict resolution, patient and family centered care and service.
• Coordinates service recovery process which includes distribution of tokens, tracking utilization and providing education on trends and appropriate usage.
• Identifies and participates in assessing patient family experience through processes such as rounding and observations.
• Identifies and participates in meetings and committees where the voice of the patient and family experience is key (e.

g. FIRST, Family Experience Teams, Simulations).

Represents the institution by serving as a resource to families regarding related Medical Center Policies and Procedures.

Knowledge, Skills & Abilities :

• Minimum bachelor’s degree required. Bachelor of Science in Nursing or a bachelor’s degree in human services preferred.
• Experience in an academic teaching facility or related healthcare experience. Patient Relations experience preferred.
• Excellent communication, critical-thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams.
• Excellent written and verbal communication skills required.
• Ability to prioritize and address a variety of patient / family issues within firm timeframes.
• Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner. Analysis of data, identification of trends.
• Bi-lingual Spanish language abilities and skills preferred.
• Stamina and energy to maintain direct patient / family contact on a regular basis and to coordinate multiple demands made on time.
• In the context of addressing patient relations issues, identifies, assesses and responds to child / family needs; includes in this process age-specific, psychosocial, cultural and spiritual needs.
• Proficiency in Microsoft based applications such as Excel, Microsoft Word, Power Point and Outlook.

Education Bachelor's Degree (Required) Benefit Statement For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes : Medical, dental and vision insuranceEmployer paid group term life and disabilityEmployer contribution toward Health Savings AccountFlexible Spending AccountsPaid Time Off (PTO), Paid Holidays and Paid Parental Leave403(b) with a 5% employer matchVarious voluntary benefits :

Supplemental Life, AD&D and Disability

Critical Illness, Accident and Hospital Indemnity coverage

Tuition assistance

Student loan servicing and support

Adoption benefits

Backup Childcare and Eldercare

Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members

Discount on services at Lurie Children’s facilities

Discount purchasing program

There’s a Place for You with Us At Lurie Children’s we embrace and celebrate diversity and equity in a serious way. We are committed to building a team with a variety of backgrounds, skills, and viewpoints recognizing that diverse identities strengthen our workplace and the care we can provide to the Chicago community and beyond.

We treat everyone fairly, appreciate differences, and make meaningful connections that foster belonging and allyship. This is a place where you can be your best, so we can give our best to the patients and families who trust us with their care. Support email :