Patient Relations Liaison Patient Services, Full-time, Days

The Patient Relations Liaison reflects the mission vision and values of Northwestern Medicine adheres to the organizations Code of Ethics and Corporate Compliance Program and complies with all relevant policies procedures guidelines and all other regulatory and accreditation standards.

The Patient Relations Liaison performs as the patient advocate to ensure that patients and their families successfully communicate their needs to the Northwestern Memorial Hospital (NMH) and Northwestern Medicine Group (NMG). As the face of the organization facilitates the process for the prompt investigation of patient grievances as mandated in law regulation and accreditation (The Joint Commission) standards.  Represent Executive Administration when during critical events and event escalation. Serves as a conduit to Risk Management Safety and Quality initiatives to ensure that patient feedback is utilized for improvements.

Responsibilities:

• Collects reviews documents and monitors reported feedback related to care processes systems and staff as voiced from the patients perspective.
• Investigates and responds to de-escalate and manage grievances potential claims and allegations against NMH and NMG staff.
• Maintains thorough and timely documentation.
• Communicates with patients verbally and in writing throughout investigation.
• Collaborates with Risk Management Claims Billing and leadership across the organization to resolve patient grievances in a timely manner.
• Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
• Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual critical circumstances.
• Remains calm and in control of their own emotions in response to unsolicited provocation.
• Recommends necessary changes in policies procedures and services as identified through an investigative process.
• Facilitates education and assistance to patients and staff regarding Patients Rights for legislative and regulatory compliance.
• Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation resolution and recovery process.

Qualifications :

Required:

• Bachelor of Science or Bachelor of Arts lieu of Bachelors Degree must have 4 years of customer service or healthcare support experience.
• Minimum 3 years experience in Patient-Relations with proven success in conflict resolution

Preferred:

• Bachelors in nursing Psychology Health Care Administration or related fields
• Working knowledge of cultural and organizational structures of Northwestern Medicine

Additional Information :

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age sex race color religion national origin gender identity veteran status disability sexual orientation or any other protected status.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical emotional and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Remote Work :

No

Employment Type :

Full-time