Patient Partnership Spec
US-VA-Haymarket
External
Req #: 106216
Type: Full-Time
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Overview: The team member's Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understands how to contribute to the health system's vision of achieving that commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion. We embrace the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration and courage. The team member will use Novant Health's First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience. The Patient Relations Specialist is primarily responsible for coordinating and managing the complaint/grievance process including formal written correspondence with patients and their loved ones, acting as a liaison between the patient and hospital, honoring patient's rights, and ensuring patients are receiving remarkable care and service. Patient Relations Specialists partner with service line leaders to review and analyze grievance-related trends and develop an action plan to address. Responds to complaints and grievances on behalf of hospital administration. Works with unit or department leaders to perform service recovery using the service recovery model. Responsibilities: It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time. * Our team members are part of an environment that fosters team work, team member engagement and community involvement. * The successful team member has a commitment to leveraging diversity and inclusion in support of quality care. * All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm". Qualifications: * Education: Bachelor's degree required. * Experience: Minimum three years customer service experience required, preferably in a healthcare setting required. * Licensure/certification/registration: Public notary required. * Additional skills required: Patient Partnership Specialists use their independent judgement and decision making skills to advise and/or direct clinical front line staff, managers, and physician partners on how best to resolve and respond to complaints and grievances following appropriate policies and procedures. Patient Partnership Specialists represents administration regarding patient complaints and grievances, making decisions and recommendations on how best to support our patients, families, and guests regarding care and concerns. Patient Partnership Specialists lead/manage the complaint and grievance process in the manager's absence and as directed per above assignments received. Excellent verbal and written communication skills. Strong writing, editing and proofreading skills are essential. * Additional skills preferred: Ability to speak Spanish and successfully complete Novant Health bi-lingual competency program and communicate as effectively in English.
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