At Mount Carmel, we work to continuously inspire one another. Here, all are welcome. It is this culture of humility and compassion that sets Mount Carmel apart. We see the big picture and do the right thing. That means a dedication to the well-being our both our colleagues and the patients they serve.
Job Description Details:
The Clinical Patient Relations Specialist will take a proactive approach with anticipating the needs of our customers ( patients, families and visitors). The Clinical Patient Relations Specialist will conduct rounds as needed on customers to gather feedback, provide support, and to facilitate resolution of issues and complaints. The Clinical Patient Relations Specialist will facilitate investigation, prepare response and track patient/family complaints, grievances and service concerns.
Education: Bachelor of Science in Nursing (BSN) required
Licensure: Current license to practice as a Registered Nurse (RN) in the State of Ohio required
Experience: Minimum of one year in a healthcare customer service setting
Excellent empathetic customer service and personal relations/rapport-building skills
Strong knowledge of hospital operations and general equipment and supplies
Excellent analytical skills and ability to interpret data in a fast-paced environment
Effective communication skills including excellent public speaking abilities and tactful writing skills
Develops and maintains excellent relationships with Mount Carmel Departments
Performs and documents hospital rounds; meeting with patients, family members, visitors and colleagues
Visits units as needed to coordinate customer service and assist staff in management of challenging customer relation situations.
Independently reviews medical charts as needed to support grievance investigation.
Supports the nurse managers with interpreting and translating clinical information in order to provide a patient friendly / understandable formal grievance response
Maintains a database related to process and outcomes related to patient grievance management
Facilitates investigation and manages response to complaints and grievances.
Follows current regulatory guidelines and standards in regard to investigating and resolving patient grievances.
Collaborates with Risk Management to investigate and respond to grievances as needed.
Assists patient/family in accessing grievance processes and coordinates written communication regarding resolution of grievances
Prepares reports on complaint and grievance process and outcomes for process improvement
Provides opportunities for staff to acquire and maintain knowledge through informal training and development programs (ie. Communicate with H.E.A.R.T) to enhance staff skills in handling patient and family complaints
All other duties as assigned.
Discovering opportunities, support and excellence â“ all while making a real difference in patients' lives â“ begins at Mount Carmel. Find a new beginning and advance your career with us.
Mount Carmel and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, sexual orientation or physical ability.
Trinity Health's Commitment to Diversity and Inclusion
Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.