Patient Relations Specialist, Per Diem
Company: Dartmouth-Hitchcock Concord
Location: Lebanon
Posted on: January 27, 2023
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Job Description:
Responsible for the management of complaints and grievances from
initial point of contact, through appropriate documentation,
investigation, resolution and communication to the patient and/or
their designated representative(s). Key Responsibilities: * Assures
compliance with all regulatory requirements for grievance
resolutions and reporting. * Maintains database for tracking and
trending complaints and grievances. Compiles data for analysis;
identifying areas of opportunity to improve patient experiences. *
Generates statistical data and feedback regarding trending of
complaints and grievances to leadership, as well as specific
departments. * Partners with colleagues to develop and implement
initiatives targeted to improve patient experience. * Serves as an
advocate for patients and their family members prior to, during and
following their care at Dartmouth-Hitchcock (D-H). * Provides staff
education in areas related to patient relations including: patient
needs and expectations, patient rights and responding to patient
complaints and grievances to build and sustain a patient-customer
focused culture. * Reports identified or potential risk issues to
Risk Management or Quality Assurance & Safety leadership. * Works
closely with liability carrier and General Counsel in response to
issues that represent potential liability or claims of malpractice
or negligence. * Assists with the development and revision of
policies, procedures and guidelines i.e. Patient Relations, Patient
Rights and Complaint and Grievance resolution. * Performs other
duties as required or assigned. Minimum Qualifications: *
Bachelor's degree in a healthcare related field and 3 years of
experience in a patient/customer oriented position or the
equivalent in education and experience required. * Strong
negotiation and communication skills with the ability to work
independently required. * Ability to handle confidential material
with maturity, sensitivity and discretion. * High impact
communication: excellent oral and written communication skills,
including ability to listen, empathize, de-escalate and critically
think through issues and potential solutions. * Excellent
interpersonal skills to include working with external parties,
providers and families. Social perceptiveness necessary. * Learning
and teaching strategies for ongoing service recovery skill
building. * Ability to work with minimal supervision and maintain a
high degree of communication of current work activity with
supervisors. * Excellent self-control and negotiation skills to
effectively manage difficult situations and persons. * Adaptability
with a high tolerance for ambiguous work situations. Required
Licensure/Certification Skills: * None
Keywords: Dartmouth-Hitchcock Concord, New England , Patient Relations Specialist, Per Diem, Other , Lebanon, Northeast
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