Overview
The Patient Relations (PR) Specialist serves as a central resource and administrative liaison for significant customer concerns at all NAH (inpatient / outpatient) facilities.
The PR Specialist provides support, guidance and direction to patients, visitors, physicians and hospital staff for both proactive and reactive problem resolution.
The PR Specialist represents the administrative team when interacting with the patient / patient's family. The PR Specialist is a member of the PR department tasked with investigating, resolving, documenting, troubleshooting, and participating in service recovery, service excellence, and patient relations initiatives.
The PR Specialist analyzes patient satisfaction, and complaint and / or grievance data to make recommendations regarding customer service excellence opportunities for improvement.
Responsibilities
Operations Management
- Communicate purposefully and professionally (written, verbal, electronic) with patients, families, care team and leadership.
- Provide meaningful education to patients, families, staff, care team, leadership.
- Compose meaningful written responses according to state and federal guidelines.
- Collaborate with appropriate leaders / departments to conduct thorough complaint investigations.
- Presents role of PR to new colleagues / supervisors in various settings.
Data Integrity
- Maintains knowledge of EMR programs to perform a thorough review of patient-specific medical records.
- Share complaint / grievance / attribution data and opportunities for improvement with departmental leadership quarterly.
- Share grievance committee recommendations / data and outcomes with applicable department leaders / senior leaders.
Compliance / Safety
Responsible for reporting any safety-related incident in a timely fashion through the Midas / RDE tool; attends all safety-related training programs;
performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
- Stays current and complies with state and federal regulations / statutes and company policies that impact the employee's area of responsibility.
- If required for the position, ensures all certifications and / or licenses are up-to-date and valid prior to expiration dates.
- Completes all company mandatory modules and required job-specific training in the specified time frame.
Qualifications
Education
Bachelor's Degree or an equivalent of 7 years clinical healthcare experience - Required
Master's degree in healthcare related field- Preferred
Certification & Licensures
Active, unrestricted, Arizona RN License, Respiratory Care Practitioner Certification or other clinical license and / or certification - Preferred
Patient Advocate Advanced Practice Certification- Strongly Preferred
Experience
Minimum 5-7 years of clinical healthcare experience - Required
Minimum 5 years experience in an acute care hospital setting - Preferred
Minimum 5 years experience as an RN, RRT or ARRT - Preferred
3 years of progressive experience with patient relations, patient safety, patient navigation and coordination, and / or customer performance improvement- Strongly Preferred
Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department.
Colleagues must have an understanding of computers, and competence in using computers and basic software programs.
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