Employment Type:

Shift:

Description:

Patient Relations Specialist

Department: Risk Management  

Location: Trinity Health Livonia

Minimum rate of pay: $25.45 PLUS DailyPAY

Total Rewards and Benefits:

• Competitive compensation, DAILYPAY
• Benefits effective Day One! No waiting periods.
• Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short and Long-term Disability
• Retirement savings plan with employer match and contributions
• Opportunity for growth and advancement throughout Trinity Health
• Tuition Reimbursement

Position Purpose:

Plans and directs health system activities related to the identification and resolution of patient or visitor complaints and concerns. Provides and develops multiple methods of convenient access for patients, families and visitors to comment, complain or seek assistance in obtaining information.

Shifts Available: Days

Status Available: Full-time, 40 hours/week

Required Qualifications:

Education:

• Bachelor’s degree in healthcare, business or a related field.  

Experience:

• Five years progressively more responsible related work experience in health care. Work experience in patient advocacy or customer service preferred.

Physical and Mental Requirements and Working Conditions:

• Excellent interpersonal and communication skills necessary to interact effectively, calmly and courteously with patients, physicians, staff and administration to develop cooperative working relationships to promote patient centered care. Ability to maintain non-biased perspective and neutral listening skills
• Crisis intervention and problem resolution skills. Ability to defuse defensive, challenging or threatening language, demeanor and behavior. Show creativity and apply quality improvement methods to problem solving.
• Analytical skills necessary to collaborate with department heads, supervisors, senior management, Board of Trustees members and others in evaluating problems and assessing the potential harm if they are not addressed. Ability to compile complex reports and develop presentations, maintaining accuracy and consistency.
• Excellent written and verbal communication skills to present information clearly and persuasively. Ability to present sensitive information with tact, diplomacy and respect.
• Interpersonal skills to maintain sound working relationships with staff at all levels of the organization. Ability to work as an effective team member.
• Ability to work independently using developed sense of judgment and discretion. Able to organize workflow and plan, coordinate and develop multiple projects.
• Planning and organization skills, including needs assessment, goal setting, work plan design, coordination and evaluation.

What will you do:

• Initiates preliminary review of patient concerns. Consults with department directors, managers, administrators and medical directors, to ensure that all patient complaints and grievances receive a timely and thorough response in accordance with the CMS Conditions of Participation Interpretive Guidelines.
• Coach managers and medical directors in the investigation process ensuring the principles of a Fair and Just Culture are followed in the resolution of complaint/grievances.
• Responsible for maintaining policies and procedures related to complaint and grievance resolution, that ensures a high level of quality care and services are being delivered to the patients and families.
• Work in partnership with the Director of Accreditation to provide ongoing review and revision of organizational policies related to compliance with CMS Conditions of Participation, The Joint Commission (TJC) Standards and federal and state laws regarding patient rights.
• Ensures compliance with regulations and requirements of the various regulatory agencies such as The Joint Commission and CMS. Responds to requests from external agencies on behalf of the institution working with the appropriate department leaders. Maintains continuous readiness, participating in all site visits, inquiries and activities to maintain appropriate standards.

Click Here to learn more about the benefits, culture, and career development opportunities available to you at Trinity Health Michigan.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.