Hiring Range

Hours: Labor Pool (as needed)

Overview
The Patient Relations Specialist is responsible to investigate, resolve, document and report patient and visitor compliments and concerns to leadership and staff. The successful candidate will develop, implement and participate in customer service and patient relations initiatives related to the facility. The intent of this position is to serve in both a proactive and reactive manner. The Patient Relations Specialist will be responsible for explaining Patient Rights to both patients and staff.

What you will do

• Responds to patient concerns and collaborates with managers, directors, and VPs to assure patient satisfaction
• Mediates between physicians, patients, and family members to maintain a high level of communication to assure customer and staff satisfaction. Acts as an information and collaboration resource for both staff and families.
• Oversight of all concerns entered into Electronic Health Record database; responds to safety concerns and reports them to safety manager; committee participation focused on overseeing quality and safety standards as required by DNV. Participation in reoccurring safety meetings. Timely closure of open events related to complaints and grievances.
• Prepares department budget and provides oversight; mediates to prevent litigation by working with customers to resolve their issues; service recovery
• Responsible for conducting monthly HIPAA audits and HIPAA investigations as needed. Participates in education efforts to ensure best practice in patient privacy
• Participates in professional activities, in-service programs, and committee assignments to enhance personal, professional, and institutional advancement. Provides educational presentations to community groups and agencies

Qualifications

Education

• Bachelors Degree, (Required)

Experience

• Previous experience in healthcare navigation and patient advocacy (Preferred)

Licenses and Certifications

• Notary - Secretary of the Commonwealth within 1 Year (Required)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.