Patient Relations Specialist

Job Overview

Under general supervision, manages, investigates, and responds to patient complaints and grievances for both hospital and clinic patients. Highly visible on all hospital units and throughout the campus and works with various managers and physicians to de- escalate angry patients and families. Provides support and resource services to patients and families. Provides support and resources services to patients and families of diverse populations. Responsible for recording and reporting all interactions and maintaining appropriate documentation while maximizing patient satisfaction. Works closely with risk management department on sever grievances involving litigation. Assures the organization remains compliant with the CMS regulations and Joint Commission Standards relating to the disposition of patient grievances.

Minimum Qualifications

1. Associate's degree in healthcare management.

2. Two (2) years of related experience in the healthcare industry.

Duties and Responsibilities

The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Processes and follows up with patient inquiries via, email, phone, fax, mail and from internal resources.

2. Acts as liaison and support for patients and/or families with questions, seeking help or having difficulty navigating the healthcare system through in-person visits, telephone, email, or patient surveys.

3. Serves as the patient's representative in communicating patient concerns regarding care or service to involved departments and services. Utilizes electronic feedback system to record activity.

4. Investigates complaints through chart review, interviews with clinical leadership and staff, and topic research. Compiles findings.

5. Communicates findings back to patient/family. Develops response letters to complaints and grievances as defined by DPH and CMS, respectively.

6. Provides recommendations for the most efficient resolution of patient complaints

7. Maintains timely and accurate log of complaints and complete files including complaint, investigation, and follow up as required by the DPH and CMS.

8. Helps prepare reports on Patient Relations activity for internal quality committees and regulatory reporting.

9. Determines reimbursement for patient lost items and coordinates reimbursement for critical personal items such as glasses, dentures, hearing aids.

10. Participates in and utilizes training programs that assist and promote effective patient service techniques.

11. May provide assistance to patients and appropriate hospital staff seeking information concerning billing and collection problems. Researches accounts to assess and resolve problems and ensures that issues are addressed in a professional, efficient and courteous manner.

12. May serve as an active member of the Ethics Committee.

About Melrose/Wakefield Hospital & Lawrence Memorial Hospital

Melrose/Wakefield Hospital and Lawrence Memorial Hospital of Medford are two campuses with one community in mind: the people of north suburban Boston. Melrose/Wakefield Hospital and Lawrence Memorial Hospital are distinguished by the range of high-quality clinical care and services. Our teams welcome everyone with hospitality and humanity. We focus on reducing health disparities through 40+ local health programs across a system of hospitals, urgent care locations, outpatient services, and community physicians.

Core to our values, Melrose/Wakefield Hospital and Lawrence Memorial Hospital's commitment to community is demonstrated by our many local health programs throughout our service area and participation in partnerships with community agencies and events, and education programs in more than 10 communities to support the wellness and health of our residents.