Mediation and Response to Patient Concerns:
This position is primarily responsible for receiving patient comments and complaints and taking action on them. While the position may receive and track compliments of care, the majority of the work is spent resolving conflict. Conflict most often involves patient/ associate communication and respect issues during patient treatment, disagreement over the plan of care or around the billing process.
� Demonstrates effective verbal and written communication, conflict management, negotiation and mediation skills. Can be sought out in crisis because they see conflict as an opportunity to turn a situation around and create a win-win. Face adversity directly, quickly gaining trust of all parties in a negotiation. They are open-minded and support fair and equitable treatment of associates, patients, providers, and visitors. This person is able to read situations quickly through listening to understand information provided by others and using a good sense of timing to win consensus without damaging relationships.
� Turns complaints and comments into opportunities for growth and change
� Communicates patients� questions, complaints, problems and concerns to appropriate staff and is responsible for satisfactory patient resolution
� Coordinates, investigates and resolves patient/ family issues concerning quality of care and services
� Interfaces closely and collaborates routinely with Quality, Medical Staff Office, Risk Management, Ethics, and Patient Experience leaders to promote performance improvement activities and reduction of hospital liability through prompt and caring resolution of patient/ family issues
� Makes decisions swiftly, at times without complete information, under tight deadlines and pressured circumstances. Quick to realize processes necessary to accomplish resolution and build on previous learning experiences to apply to future situations.
� Acts as liaison between patients, significant others, care management, accounts payable and hospital leadership; also acts as liaison with SCL Health system RSC or external payers to ensure complaints are resolved in a timely manner
� Designs Patient Relations program using best practices and other initiatives to improve patient experience
o Survey of best practices and presentation of options for implementation
o Evaluates and assesses success of initiatives
� Serves as a resource and support to leadership and staff in establishing a culture of proactive service
� Co- administers Service recovery program with Patient Experience program manager; assists with
education and tracking
� Provides recommendations to Site Leaders regarding approaches to improve patient relations and experience
� Ensures the program meets regulatory requirements, CMS, Joint Commission, and others as applicable. Oversees and ensures the complaint and grievance process is enacted in the required time frames, including initial responses, investigations and any follow up grievance committee responses.
� Acts as chair or co-chair of Patient Rights chapters in TJC and Conditions of Participation for CMS
� Manages the Patient Relations Coordinator position
Response to patient concerns:
� Acts as a liaison between patients, patients� relatives, care management, department managers/ directors or providers and the hospital.
� Oversees, investigates and resolves patient/ family issues concerning the quality of care and services
� Communicates patients� questions, complaints, problems and concerns to the appropriate staff members and is responsible for satisfactory patient resolution
� Interfaces closely with Risk Management in promoting performance improvement activities and reducing hospital liability through prompt and caring resolution of patient/ family issues.
� Oversees database(s) reporting of Service Recoveries, complaints, grievances, trends, special requests
� Easily shares and communicates quality data information within facility and externally if needed. This includes trends, historic data, current data and future projections
� Monitors and measures performance improvement necessary to achieve organizational outcomes and regulatory requirements
- Assesses and evaluates success of initiatives
� Ability to speak in front of leadership, peers, and orientation classes
- Participates in the functions of the SJH Quality and Safety Department