Patient Relations Liaison

Job Summary

The Patient Relations Liaison Lead is responsible for supporting the organizational efforts to address patient and family grievances in compliance with regulatory requirements. This position works collaboratively with the health care team in analyzing and responding to clinical operational and other patient relations issues to prevent escalation avoid an untoward outcome and enhance the patient experience.

Analyzes and triages patient and family grievances/concerns. Maintains a data file to track the concerns and ensure timely follow up documentation and communication to the patient family member director and/or others as identified. Ensures that grievances and concerns are given impartial consideration and an appropriate response occurs in keeping with regulatory and hospital guidelines. Participates in committees and special projects as required to support the grievance process and the organization in general. Supports a responsive relationship with patients of varying cultural socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity. Coordinates comprehensive multidisciplinary reviews following established complaint handling pathway. Reviews and analyzes data and identifies trends and opportunities for improvement. Prepares and presents grievance data to groups and committees as needed. Provides education to staff regarding regulatory requirements and how to respond to patient grievances and concerns.

In addition to the above the Patient Relations Liaison III prepares and delivers presentations regarding patient relations and grievances for regulatory oversight committees. Responsible for DNV and regulatory compliance reporting and oversight relating to patient relations and grievances. Tracking and documentation and ensuring all patient relations staff are completing their investigations and documentation in a timely fashion. Provides training to quality department and the organization regarding patient relations and grievances. Identifies quality improvement projects related to patient relations and helping implement improvements. Leads multiple projects and manages flow of requests to allocate work among team member to meet patient needs. Leads Patient Relations team including providing input to performance evaluations scheduling and monitoring work flows. Assists with fiscal goals budget and productivity. Acts at the first point of contact for high level complex issues on Patient Relations team

Job Knowledge Skills and Competencies

Customer Service A continuing focus on the needs and requirements of customers and clients anticipating their needs remaining sensitive to customers while performing services for them responsive to customer needs.

Data Analysis Identifying evaluating interpreting and organizing data so that it can be used for business decisions. It includes sorting through data to identify patterns and establish relationships.

Diversity Ability to work with a diverse group of people in a manner that enables them to reach their full potential in pursuit of organizational objectives without anyone being advantaged or disadvantaged by irrelevant considerations.

Equipment Knowledge Knowledge of equipment tools technology and other devices in work area and the ability to use them to the extent required for the job. For clinical position this includes equipment and devices pertinent to treatment procedures and practice.

Job Knowledge The knowledge and understanding of concepts and procedures needed to be successful in the job. For clinical positions this includes clinical procedures required by department and unit as demonstrated by unitbased competency testing. (formerly Process Knowledge)

Interpersonal Skills Listens to and understands what others are saying. Establishes effective working relationships with others contributing to a climate of mutual respect and cooperation. Uses vocabulary and grammar appropriate to the situation. Demonstrates sensitivity and tact understanding own effect on the motivation attitudes and actions of others. Makes favorable first impressions.

Oral/Written Communication Ability to speak and write effectively demonstrates fundamental command of language communicates well using all mediums.

Patient and Family Sensitivity Demonstrating support and empathy as well as conveying knowledge to patients and families in a nonjudgmental manner that encourages questions.

Travel Position may require local travel between various Organization locations.

Organization Behavioral Competencies

TRUST & ACCOUNTABILITY

Demonstrates honest and ethical behavior. Takes responsibility for both words and actions. Acts with integrity. Maintains patient confidentiality.

Delivers superior customer service consistent with the Hoag Experience. Displays a professional image. Demonstrates tact diplomacy and understanding when dealing with difficult situations. Listens and asks questions to understand patient and customer needs. Builds relationships with internal customers and

employees. Admits mistakes and takes service recovery to steps to ensure any issues or problems are quickly addressed. Ensures that all information and services provided are safe accurate and available in a timely manner and meet regulatory requirements.

Brings forth creative ideas (ones own or others) to address patient physician customer and community needs. Looks for creative or new ways to improve efficiencies and reduce costs. Adopts new processes techniques and methods. Stays current with technologies and advances in his/her area department and/or field.

Education and Experience

Minimum of 5 years Clinical Experience

Proficiency in Microsoft Office suite excellent written and verbal skills preferred

Ability to present information to groups ability to retrieve and display data

Licenses Required

Current licensure as a Registered Nurse in good standing in the State of California

Work Environment and Hazards: Office environment exposure to paper dust toners (printers photocopy machines and fax machines). Possible exposure to hazardous materials communicable diseases and risk of physical injury. Repetitive motion of hands due to heavy computer work.

Reporting Relationship:

Reports To: Principal Patient Safety and Regulatory Compliance