Patient Relations Specialist - Full Time

Description

The Patient Relations Specialist is dedicated to improving the patient and family experience through the investigation of complaints, concerns, and other feedback including, but not limited to, the care provided by providers and other health care professionals, liability concerns, quality of care, policies and procedures, and conflict resolution with challenging patients and families. The scope of these duties extends to the inpatient, outpatient, and other clinical areas. This position is involved in very complex and highly sensitive patient care issues and must collaborate closely with leadership.

Essential Duties and Responsibilities: 

1. Investigate patient complaints, provide crisis intervention and mediation for complex situations throughout the medical center

• Case investigation which includes but is not limited to issue clarification through interview with patients and families, medical record review, policy and procedure review, interview with hospital staff and physicians
• Work closely with Director of Quality to facilitate case conferences to include administration, leaders and other departments involved as appropriate
• Maintain a compassionate and patient-centered approach when reviewing concerns, complaints and/or feedback to improve the organization
• Communicate with patients and care team members involved in events in a compassionate and respectful manner
• Educate patients and families on policies, procedures, services and available resources
• Strive to achieve resolution of complaint/problem at the most appropriate level within the organization structure which requires significant interaction at staff, supervisory, department head and clinical/administrative levels quickly and professionally
• Partner with leadership and various staff throughout the organization to create action plans around patient complaint investigation/reviews and related quality improvement
• Escalate patient concerns within the organization to the Director of Quality, as necessary
• Communicate action to patients, families, and staff who are involved or will be affected by the results of the investigation
• Provide data as needed for provider credentialing and Ongoing Professional Practice Evaluation under the direction of the Director of Quality
• Ensure all communication complies with HIPAA and other relevant privacy regulations

2. Maintain Quality Improvement databases

• Maintain accurate records of all patient interactions and case resolutions in the event reporting system.
• Run monthly, quarterly and annual reports in the event reporting system
• Prepare cases for peer review and quality review as requested by Director of Quality

3. Additional Quality Services department responsibilities

• Track trends in patient feedback and provide a report to Quality and Safety committee quarterly
• Review and update policies and procedures related to patient rights grievances, and service recovery
• Participate in quality improvement initiatives related to patient feedback and satisfaction as requested
• Serves as a point of contact for external auditors and accreditation surveyors during facility surveys related to patient complaints, satisfaction and experience

Requirements

Education & Licensure:

• Associate’s degree in related field required; and,
• Bachelor’s degree in related field preferred.

Experience:

• Minimum of three (3) years of experience in healthcare field preferred
• Word/Excel spreadsheet knowledge/skills required
• Basic ability to navigate a patient chart in the Electronic Medical Record (EMR)
• Basic understanding of hospital and clinic billing
• Knowledge of medical terminology required

Knowledge, Skills & Abilities:

• Excellent communication and listening skills.
• Excellent interpersonal, conflict resolution and human relations skills
• Ability to work with the public
• Ability to work with providers
• Ability to problem solve, exhibit sound judgement in decision making and work independently with minimal supervision
• Good documentation skills

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of standing, bending, and reaching
• Must be able to lift up to 15 pounds at times

St. Croix Health has been a healing force in the St. Croix Valley for over 103 years. We are a purpose-driven organization with a dedicated team committed to serving our patients and communities throughout the St. Croix Valley. This commitment is rooted in our mission, vision and values. 

Mission:  We help people live healthier, happier, and longer lives.              

Vision:  To transform from quality sick care to quality well care that is sustainable and affordable. 

Values:  People Centered, Trust, Innovation, and Growth. 

Here at St. Croix Health we offer our employees with a robust benefits package that includes: 

• Health, vision and dental insurance
• 403b retirement program with employer match
• Paid time off
• Short-term disability, long-term disability and life insurance options
• Education reimbursement
• Employee assistance program (EAP)
• Wellbeing incentive program
• Free parking
• Employee prescription discount program

St. Croix Health is a not-for-profit healthcare system located in St. Croix Falls, WI dedicated to helping people live healthier, happier, and longer lives. St. Croix Health offers the services of 80+ providers and 20 specialties with five community clinics in Minnesota and Wisconsin all supported by a critical access hospital on the main campus in St. Croix Falls, just an hour northeast of Minneapolis/St. Paul. Nestled in the bluffs of the St. Croix River Valley, St. Croix Falls is the ideal place to work, live and play.