Patient Relations Specialist

The Patient Relations Specialist serves as an intermediary between the organization and patients/patient’s family in resolving patient care problems and concerns. Assists in obtaining solutions to the problems by acting on their behalf with physicians, administration, departments and services. The specialist is a resource to staff in assisting them to interpret the philosophy, policies, procedures and services available to patients, families and visitors

(30%)* Investigates and directs inquiries and concerns to appropriate staff members and acts as intermediary to medical administration or on behalf of patients and their families. Collects data, documents complaints and grievances in RLSolutions, and channels information about patient care problems to appropriate departments and services in order to make recommendations for changes in system procedures and policies.

(25%)*  Functions as part of the mechanism for investigating patient care complaints that may involve a department or member of the medical staff. Evaluates the level of patient satisfaction with the medical center experience and supplies feedback to entire health care team. Promotes and maintains a meaningful relationship with medical personnel in order to enhance the delivery of health care.

(25%)* Educates, monitors, investigates, and documents in RLSolutions patient privacy concerns. 

(20%)* Other duties and responsibilities may include but are not limited to regulatory and accrediting activities, including HIPAA.  This could comprise:  staff education and mentoring to assure understanding of the importance of regulatory compliance and their role in achieving quality excellence, the coordination or assistance with the needed monitoring for survey readiness, the participation in or leading of accreditation teams, ongoing survey preparedness activities, and acting as the contact person for any non-scheduled and scheduled visits from regulatory agencies.

OTHER DUTIES AND RESPONSIBILITIES:

May coordinate and monitor accreditation with regulatory agencies.

May coordinate regulatory data analytics to ensure that all Joint Commission metrics are assigned and reported in a consistent manager, analyzed for process improvement, as need and compiled for Joint Commission survey readiness.

Support and develop strategies to ensure ongoing compliance with externally identified Performance Improvement opportunities (i.e. Responding to a Joint Commission Sentinel Event Alert).

Encourages understanding and adherence by both staff and patient to the MyMichigan Health’s philosophy on patient's rights and responsibilities.

Negotiates the organizational complexities of health care on behalf of the individuals or helps to sensitize health care professionals to the need to humanize patient treatment experiences through new employee orientation as well as through ongoing training programs.

Participates in assessment of responses to incidents that if not properly responded to could provoke a serious controversy or legal problem.

Participates in the medical center patient safety programs.

Serves as a Privacy Officer. Coordinates all investigations regarding breach of privacy. Acts as a resource to all staff regarding HIPAA, HITECH, and patient privacy.

May manage health system accreditation teams to facilitate ongoing compliance and survey preparedness for applicable regulatory and accrediting bodies/agencies.

May assist with any non-scheduled visits from any regulatory agency.

May review and evaluate services, plans, process, policies and procedures that are affected by patient/environmental safety and regulatory issues.

Assists in providing data and education to assure that all individuals in the organization understand the importance of regulatory compliance and excellence. 

Participates in Medical Centers and MyMichigan Health committees and teams.

Acts as a Privacy Officer assisting in the staff education, surveillance, investigation and reporting of any potential patient information breaches. 

Serves as a liaison between the patient and the care team.

N/A

Bachelor's degree in relevant field, minimum of three years of hospital experience, or an equivalent combination of education and experience. Master's degree preferred in a related field such as social work or nursing

EXPERIENCE, TRAINING AND SKILLS

Knowledge of health care, regulatory, and accreditation requirements normally acquired through 3 to 5 years’ experience working in a medical center or similar setting.

Ability to cope with stress and pressure.

Interpersonal skills needed to communicate successfully with individuals and groups and to interact with people at all levels communicating ideas and concepts in a clear and understandable manner.

Conflict resolution skills.

Attention to detail.

Skilled at engaging and managing people and other resources.

Ability to work in teams in a collaborative manner.

Creative, flexible, open to change, results-oriented, organized.

Demonstrate critical thinking and the ability to resolve problems.

Excellent interpersonal and relationship-building skills.

Demonstrates a positive, courteous, and helpful attitude.

Well-developed skills in navigating the Electronic Medical Record (EMR)

MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft® Windows. Employees may be required to participate in further learning opportunities offered by MyMichigan Health.

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death. 

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description. 

Overall vision and hearing is necessary with or without assisted device(s).

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching. 

Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Light.  Must be able to occasionally (0-33% of the workday) lift or carry 11-20 lbs., frequently (34-66% of the workday) 10 lbs. and or Walk/Stand/Push/Pull of Arm/Leg controls.