Patient Relations Specialist
US-CA-NORTHRIDGE
commonspirit_careers
Req #: 402948
Type: Day
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Overview: Founded in 1955 Dignity Health - Northridge Hospital Medical Center is a 394-bed acute care nonprofit community hospital located in Northridge California. The hospital offers a full complement of award winning services including the Leavey Cancer Center a cardiovascular center stroke center the Center for Assault Treatment Services a pediatric medical center and the only pediatric trauma center in the San Fernando Valley. As a leading provider of compassionate high-quality and affordable patient-centered care we share a rich legacy with Dignity Health one of the nation's five largest health care systems. We are part of a 21-state network of nearly 9000 physicians 62000 employees and more than 400 care centers. Visit here dignityhealth.org/northridgehospital for more information. One Community. One Mission. One California Responsibilities: Northridge Hospital Medical Center is seeking a Patient Relations Specialist to join our healthcare team. The Patient Relations Specialist plays a vital role in ensuring a positive patient experience and acts as a liaison between patients, their families, and healthcare providers. The ideal candidate will have excellent communication skills, empathy, and a strong commitment to patient satisfaction * Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns. * Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care. * Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention. * Resolves issues before they become major sources of concern. * Documents complaints, suggestions, and compliments in a timely manner. * Works with Patient Safety and others to identify and address potential liability issues, as well as facilitates the resolution of missing property claims. * Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through an electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned); * Recommends innovative solutions to customer service issues, including systems problems and gaps in customer relations skills in assigned areas. * Generates reports for documented complaints and grievances. Qualifications: * Minimum of three (3) years of risk management, patient safety, and/or other related professional experience. * Bachelor's degree or five (5) years of related job or industry experience in lieu of a degree. * RN experience preferred. * Excellent interpersonal, listening, and communication skills with a strong ability to empathize with customers. * Strong time management and organization skills. * Ability to meet deadlines and respond to shifting priorities. * Strong analytical skills; ability to organize and present information orally and in writing. * Initiative and judgment; Ability to handle responsibilities independently. * Fire Safety card (must obtain 90 days from start date)
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