St. Anthony Hospital is located in the western Denver suburb of Lakewood and is a Level I Trauma Center with four dedicated trauma rooms including the T-10 room, a dedicated field-to-surgery suite ready 24/7 for trauma surgeons and specially trained teams who provide life-saving care to the most severely ill and injured patients. St. Anthony proudly provides a full range of medical specialties and health care services to Denver and the surrounding region with a state-of-the-art medical campus. If you’re looking to be part of a fast-paced environment where you can practice to the top of your profession in trauma, cardiology, stroke, neurosciences, breast imaging, cancer/oncology care, surgery and more, we encourage you to apply. In addition to a new campus, supportive team and faith-based mission, we’re proud to be the recipient of numerous awards, certifications and accreditations from the American Heart Association; Chest Pain Center (CPC); American College of Cardiology; The Joint Commission’s National Quality Approval; Healthgrades (for Stroke, Critical Care and Prostate Surgery Excellence); the Emergency Nurses Association Lantern Award; NAPBC Accreditation; American College of Radiology and many others. For more information about St. Anthony Hospital, visit http://www.stanthonyhosp.org/.
The Patient Relations Coordinator works across health disciplines, hospital departments, and the health care continuum to promote optimal patient/family relations. Responsibilities include providing intervention and advocacy, consulting with managers/directors on complaint cases, and coordinating grievances relating to quality of care issues. Will report directly to the Manager of the Patient Safety Department.
Education Requirements (i.e., BSN, High School Diploma, GED)
Bachelor's degree in related field required. Master degree in related field preferred.
4 years' experience as an RN, with 1-2 years in a medical-surgical or critical care setting preferred.
At least 1 year experience relating to conflict/complaint resolution with patients, families, and/or staff.
1 year experience collecting and/or using data for performance improvement purposes.
Patient education experience and/or experience working with patients/families in the community is highly desirable.
License/Certifications (i.e., RN, BLS, ACLS)
Current RN License, State of Colorado
Position Duties (essential job functions, INCLUDE % OF TIME)
Responsible for promoting optimal patient relations and models value-based leadership to patients/families, physicians, hospital staff, and the community at large. Emphasis is on working with individuals, groups, and departments/service areas to resolve patient issues, while simultaneously helping staff plan performance improvements designed to increase patient/family satisfaction and quality of care in the future.
Serves as the chairperson of the hospital's Grievance Committee.
Collaborates across hospital departments and outside agencies to investigate and resolve grievances related to patient care.
Serves as a consultant and/or mentor to managers/directors in the investigation and resolution of patient/family concerns, complaints, and unmet needs.
Appropriately documents complaints and grievances to meet regulatory requirements and facilitate prompt problem resolution.
Carries out miscellaneous duties, as needed, to support the goals of the Patient Safety Department, and regulatory survey needs.
Gathers, trends, and reports customer service data to leadership and through committee structure, to communicate patient relation needs and help staff plan related improvements in patient care or service delivery.
Utilizes appropriate educational/training resources and interacts with professional colleagues, leaders within Centura Health, and others to continually grow professionally and improve skills related to excellence in patient relations, customer service, and quality care.
*This job description is not intended to be an exhaustive list of all duties. Employee may perform other related duties as assigned.
Light work - (Exert up to 20lbs force occasionally, and/or up to 10lbs frequently)
Important notification to applicants as of Nov. 20, 2014: Effective Jan. 1, 2015, Centura Health will no longer hire tobacco users in Colorado and Kansas. The change to our policy does not apply to associates hired on or before Dec. 31, 2014. Centura Health is an Equal Opportunity Employer, M/F/D/V.
Find your ideal career at Centura Health! With 16 hospitals, physician clinics, hospice services, home care and senior living communities, Centura Health's vast network of care spans Colorado and Western Kansas so you can experience a balanced lifestyle and enjoy a fulfilling career anywhere you want to work, live and play in Colorado. From the fast pace of a Denver-area Level 1 Trauma Center to a... smaller rural or mountain hospital – we proudly offer a more diverse range of work settings and locations than any other health care employer in the state. Centura is an equal opportunity employer.