Patient Relations Specialist, Per Diem

Company: Dartmouth-Hitchcock Concord
Location: Lebanon
Posted on: January 27, 2023

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