Patient Relations Specialist Sr

Overview

In partnership with hospital leaders manages feedback to include: compliments, complaints and grievances from initial point of contact, through appropriate documentation, investigation and resolution. Requires excellent active listening skills, empathic responsiveness, critical thinking, problem solving and conflict resolution. Demonstrates discretion with information sharing. Responsible for reviewing data trends and reporting results to appropriate departmental, divisional or senior leaders. Facilitates interdepartmental collaboration to achieve improvement initiatives. Successful individuals in this positon require a high degree of emotional intelligence, boundary setting and emotional maturity. Frequently required to discuss complex situations and facilitate family meetings. Serves as a mediator between patient and family and D-H leaders. Works in collaborative partnership with the Office of the CEO, Nursing Leadership, Risk Management, Legal and Patient Financial Services.

Responsibilities

Qualifications

• Bachelor’s degree in a healthcare related field and 5 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/Certifications

• None