Patient Relations Specialist
Patient Relations Specialist
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1 Vacancy
Job Description
Overview
Founded in 1955 Dignity Health Northridge Hospital Medical Center is a 394-bed acute care nonprofit community hospital located in Northridge California. The hospital offers a full complement of award winning services including the Leavey Cancer Center a cardiovascular center stroke center the Center for Assault Treatment Services a pediatric medical center and the only pediatric trauma center in the San Fernando Valley. As a leading provider of compassionate high-quality and affordable patient-centered care we share a rich legacy with Dignity Health one of the nations five largest health care systems. We are part of a 21-state network of nearly 9000 physicians 62000 employees and more than 400 care centers. Visit here for more information.
Responsibilities
Northridge Hospital Medical Center is seeking a Patient Relations Specialist to join our healthcare team. The Patient Relations Specialist plays a vital role in ensuring a positive patient experience and acts as a liaison between patients their families and healthcare providers. The ideal candidate will have excellent communication skills empathy and a strong commitment to patient satisfaction
- Addresses patient concerns/complaints by interviewing patients or their representatives and the staff investigating analyzing and facilitating the resolution of customer complaints and concerns.
- Collaborates with patient care staff to identify and resolve issues early and to the extent possible at the point of care.
- Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention.
- Resolves issues before they become major sources of concern.
- Documents complaints suggestions and compliments in a timely manner.
- Works with Patient Safety and others to identify and address potential liability issues as well as facilitates the resolution of missing property claims.
- Participates in the review analysis and evaluation of patient/family service and complaint management data (assigning tasks through an electronic system monitoring completion within guidelines and appropriate intervention and resolution by managers(s) assigned);
- Recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas.
- Generates reports for documented complaints and grievances.
Qualifications
- Minimum of three (3) years of risk management patient safety and/or other related professional experience.
Bachelors degree or five (5) years of related job or industry experience in lieu of a degree.
- RN experience preferred.
- Excellent interpersonal listening and communication skills with a strong ability to empathize with customers.
- Strong time management and organization skills.
- Ability to meet deadlines and respond to shifting priorities.
- Strong analytical skills; ability to organize and present information orally and in writing.
- Initiative and judgment; Ability to handle responsibilities independently.
- Fire Safety card (must obtain 90 days from start date)
Required Experience:
Unclear Seniority
Employment Type
Unclear
