Patient Relations Specialist

Full time

Day Shift

Under the direction of the Regional Manager of Patient Relations, the Patient Relations Specialist plays a crucial role in leading Saint Joseph Health System in complaint and grievance resolution, service recovery, and patient family experience improvement.

Position responsibilities:

• Collaborates with patients, families, leaders, clinical, and non-clinical staff, to review and address patient and family concerns, complaints and grievances.
  
• Ensures appropriate follow-up mechanisms for timely resolution and accurate documentation of all complaints, grievances and requests for assistance within patient complaint tracking system consistent with internal and external policies and requirements.
  
• Facilitates multi-disciplinary care conferences, as needed, in response to patient and family concerns regarding care and treatment, discharge plans, clinical issues and/or at patient and family request.
  
• Coordinates service recovery process which includes distribution of resources, tracking and reporting utilization, and providing education and coaching on service recovery.
  
• Analyzes and presents complaint, grievance, service recovery, and patient experience data to leaders and staff to identify trends and opportunities for improvement.
  
• Partners closely with Risk, Clinical Quality, Safety and medical leadership as part of the grievance process.
  
• Utilizes Qualtrics to identify progress on patient experience goals, trends, improvement opportunities, and to generate actionable reports.
  
• Identifies and participates in efforts to support patient experience such as rounding, observations, and identification of resources.
  
• Participates in and/or facilitates meetings, committees and training aimed at improving patient and family experience and family-centered care.
  
• Serves as a resource to patients and families regarding Medical Center Policies and Procedures.
  

What's required:

• Bachelor's degree in nursing, social sciences, quality, or related healthcare field. Master's degree preferred.
  
• 5 years of experience in an academic teaching facility or related healthcare environment.
  
• Experience in patient relations, patient experience, or performance improvement strongly preferred.
  
• Excellent communication (written and verbal), critical-thinking, and problem-solving skills.
  
• Experienced with data analysis, reporting and utilizing data for improvement.
  
• Knowledge of conflict resolution approaches.
  
• Exceptional interpersonal skills and demonstrated teamwork with a variety of roles including executive leadership, clinical and non-clinical teams.
  
• Strong organizational skills and ability to prioritize and address a variety of patient/family concerns within firm timeframes and across a complex medical system.
  
• Ability to function independently and seek appropriate guidance as needed.
  
• Adept at maintaining professional composure during stressful interactions.
  
• Ability to influence and coach others.
  
• Presentation and training facilitation experience.
  

Other Job Requirements:

• Ability to work between both Saint Joseph Health System ministries, Mishawaka and Plymouth.
  

At Saint Joseph Health System, our values give us strength. That character guides every decision we make - even when those decisions are complicated, costly or hard. We honor our mission to care for every man, woman and child who needs us by investing in technology, people and capabilities that allow us to set the standard for quality care.

• Tuition reimbursement for all full and part-time colleagues effective first day of employment
  
• Benefits day one (Including: Medical, Dental, Vision, PTO, Life, STD/LTD, etc.)
  
• Retirement savings account with employer match
  
• Generous paid time off program + 7 paid holidays
  
• Colleague well-being resources
  
• Employee referral incentive program
  
• State of the art equipment, unlimited CEU�s and supportive team approach
  

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.