Patient Relations Specialist (Casual Call) Job at Bozeman Deaconess Hospital
Position Summary:
The Patient Relations Specialist promotes awareness and commitment to the deliverance of an effective grievance resolution process in accordance with CMS conditions of participation and accreditation standards. The Patient Relations Specialist represents the organization in response to electronic and onsite patient complaint surveys by the Accrediting Body or CMS. They are to be an advocate for the patients and patient representatives by maintaining an understanding of patient rights and responsibilities.
Minimum Qualifications:
- Bachelor’s Degree
- 4 years’ experience in a healthcare setting working directly with patient and family members
- Preferred: Master’s Degree
- Preferred: Montana Licensure (Nurse), or Montana Licensure (LCSW), or Montana Licensure (Case Manager)
- Preferred: Knowledge of operations and clinical procedures/workflows in hospital, outpatient, and ambulatory settings
- Preferred: Knowledge of how to navigate an electronic health record
Essential Job Functions:
- Facilitate resolution in accordance with our policy and procedure by monitoring and documenting all complaints and grievances in Midas.
- Drafts professional letters and communication to ensure the patient remains informed through resolution process
- Coordinates complex patient relations problem solving between departments
- Collaborates with risk Manager, patient Safety Coordinator, Medical Staff, and leaders to conduct RCS and fix process issues related to quality of care
- Initiates escalation procedure as needed to meet patient expectations and remain in compliance with CMS COP
- Organizes and leads quarterly grievance committee meeting
- Participates in process improvement projects and provides input regarding patient care complaints to the appropriate committees
- Provides education and guidance to leadership and medical staff related to patient relations and the grievance processes
- Orients new users to MIDAS for risk and patient complaint occurrence reports
Knowledge, Skills and Abilities
- Detail oriented, organizational skills and the ability to prioritize
- Exercises tact, discretion, sensitivity and maintains confidentiality
- Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
- Strong interpersonal, verbal and written communication skills
- Computer applications, MS Office, EMR, internet applications and standard office equipment
- Self-directed, completes assignments accurately, thoroughly and with minimal oversight
The above statements are intended to describe the general nature and level of work being performed by people assigned to the job
classification.
They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.
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