Patient Relations Specialist

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare dating back to 1891. Building upon a legacy of compassionate care and innovation our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today as Virginia Mason Franciscan Health we remain deeply committed to healing the whole person body mind and spirit in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services from routine wellness to complex disease management all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health you become part of a team that delivers top-quality professional healthcare in modern well-equipped facilities and contributes to a legacy of service built on collaboration and shared purpose.

Franciscan Medical Group as part of Virginia Mason Franciscan Health is currently looking for a full-time Patient Relations Specialist for the Franciscan Administration team in Tacoma. Ideal candidates experienced in the healthcare industry with high performance ability to listen to the Voice of our Patients and facilitate service recovery through written and verbal communication will find this position to be a progressive step forward in their career. The patient relations specialist brings important value to Franciscan Medical Group coordinating information from clinic leadership to document resolution of
concerns back to the patient/family. You will influence our Patient Experience everyday! Free parking and no weekends or organizationally recognized holidays required.

Job Summary:

This job is responsible for coordinating and tracking the timely resolution of customer complaints/grievances for the assigned Virginia Mason Franciscan Health (VMFH) entity in accordance with established procedures and patient experience standards. Incumbents serve as a liaison between patients families and/or other complaining parties and the appropriate department management to facilitate resolution of grievances complaints and/or other issues concerning the quality of care and services. Incumbents receive log document and track phone-based grievances/complaints for assigned VMFH entity and may direct information to site-based staff for further action. As part of a communications team incumbents communicate with patients and families following adverse medical events and provide coaching to others on related communications techniques. An incumbent utilizes advanced oral and written communication skills within scope of position to support patients and families experiencing the related effects of adverse medical events including loss and grief.

An incumbent serves as a resource to all levels of services and administration in soliciting/researching/responding to customer concerns and complaints. Work includes: 1) rounding on the in-patient population at assigned campus to promote excellent customer service practices as a deterrent to future complaints/grievances; 2) using a desktop database to document/track all customer complaints for assigned facility and to produce reports/metrics as required; 3) meeting with patients/family members to gather/validate complaint data and coordinating with VMFH management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline; and 4) monitoring the status of complaints to facilitate continuous progress towards ultimate resolution.

Work requires knowledge of effective methods for addressing/triaging the concerns of dissatisfied patients/families/physicians before they escalate into formal grievances/complaints. Also requires the ability to listen effectively exercise significant tact and diplomacy in eliciting factual data from sometimes upset/irate individuals and take proper action to assure that customer complaints are responded to and documented in a timely and professional manner consistent with the VMFH service excellence and recovery strategies.

Essential Job Duties:

Rounds on assigned facilities/departments to assure patients/families questions and concerns are answered; resolves or recommends resolution of issues within defined scope of position and in accordance with established procedures to mitigate/avoid escalation to formal complaints and promote excellent patient satisfaction.

• Brings concerns to unit managers or appropriate medical directors serving as a resource for interventions related to dissatisfied patients/families/physicians and supports an environment of proactive service recovery.
• Coordinates the review of patient concerns and provides general consultation/support to coordinate optimal outcomes for individual patient complaints.
• Considers the emotional and informational needs of patients and families following adverse medical events and facilitates access to support systems.
• Serves as a communications team member following adverse medical events providing communication and coaching as appropriate.

Maintains contact with complainant throughout the process to facilitate timely and effective grievance resolution and service recovery.

• Meets with patients/family members to gather/validate complaint data and de-escalate concerns/issues; coordinates with VMFH management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline.
• Coordinates and/or prepares written responses to complaining parties to communicate/implement approved resolutions.

Follows up with managers and medical directors to monitor the current status of complaints to facilitate timely progress towards grievance resolution and to assure timely completion of all required documentation.

• Identifies and researches unresolved grievances and escalates to management/appropriate party in accordance with established procedures.

Documents and tracks complaints and resolutions in appropriate database; creates standard and ad hoc reports to consolidate data on complaints and resolutions for management review and action.

• Works to improve documentation of both complaints and resolutions to provide enhanced tracking and trending.
• Tracks complaints based on indicators/demographic data (e.g. provider care line department personnel type of complaint etc.) in order to identify significant trends.
• Assigns proper codes to complaints to facilitate trending and identification of performance improvement opportunities.

May serve as a centralized point-of-contact for receiving incoming phone calls concerning patient/family/ physician complaints reported for all VMFH entities/locations.

• Receives logs documents and tracks phone-based grievances/complaints for assigned VMFH entity and may direct information to site-based staff for further action.

Education/Work Experience:

• Four years of recent customer service work experience in a clinical environment or business setting that demonstrates attainment of the requisite job knowledge/abilities.
• Associates degree in related field preferred.