Job Summary:Responsible for handling all aspects of patients' concerns and issues. Acts as liaison between the patients and the organization's administration, staff, and physicians to coordinate, investigate, review, respond to and facilitate resolution of patient complaints. The Patient Relations Representative may be requested to prepare reports, and attend/participate in meetings and various service excellence initiatives.
Coordinates, investigates and facilitates resolution of patient complaints or grievances concerning the quality of care and services.
Creates and maintains the patient complaint database.
Consults, advises and instructs senior management regarding appropriate approaches for dealing with difficult patient issues.
Serves as a central resource for information concerning Patients' Rights and Responsibilities and ethical issues. Refers patients to appropriate services and resources.
Bachelor's degree in Clinical Social Work, Nursing, Public Health or related field required. Bachelor's degree in Nursing or Social Work preferred.
3-5 years related work experience required.
Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.
Beth Israel Deaconess HealthCare is a network of more than 100 highly-skilled primary care physicians and specialists who are affiliated with the renowned Beth Israel Deaconess Medical Center in Boston, Beth Israel Deaconess Hospital-Needham, Beth Israel Deaconess Hospital-Milton and Beth Israel Deaconess Hospital-Plymouth. Our Central Office is located in Needham, MA.