Patient Relations Representative

• DEPARTMENT: 18412 – Compliance Risk Management
• LOCATION: 350 7th Street North, Naples, FL, 34102
• WORK TYPE: Full Time
• WORK SCHEDULE: 8 Hour Day

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH – for you and every person we serve together. Visit nchjobs.org to learn more.

JOB SUMMARY

The Patient Relations Representative is responsible for handling the review and resolution of patient complaints as part of the healthcare system’s patient advocacy program. The Patient Relations Representative supports the Risk Management team in the analysis of patient grievances that relate to patient care and the quality of medical services per Florida Statute 395.0197. The Patient Relations Representative assists in mediating conflicts and deescalating complex situations to assist the patient and their families in navigating the healthcare system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

– Other duties may be assigned.

· Responsible for personal contact with patients on a daily basis regarding customer satisfaction, patient rights issues and resolution of patient complaints.

· Responsible for handling the intake of patient complaints, while fostering service recovery with the patient and promoting the patient’s understanding of our healthcare system’s complaint procedures.

· Responsible for the initiation and closure of patient Grievances in accordance with the protocol and time frames outlined in the NCH Patient Grievance Policy in compliance with State and Federal regulations.

· Responsible for completing documentation in our Grievance tracking system that clearly outlines the patient’s concerns; to whom the complaint was forwarded to for review and follow up, the findings of the complaint review and the actions taken to address the complaint and whether or not the complaint was verified.

· Responsible for coordinating the review and resolution of patient complaints in compliance with the regulations of outside regulatory agencies (the Medicare conditions of participation for patient rights; AHCA and JCAHO).

· Responsible for writing a closure letter on all patient complaints that outlines the findings of the complaint review and actions taken in response to the patient’s complaints.

· Responsible for helping educate staff in the areas of communication, interpersonal skills, service, recovery, and effective complaint resolution, thereby enhancing the staff’s customer service skills.

· Responsible for assisting with the coordination of the system’s patient/family complaint process as assigned by the Director, Risk Management.

· Responsible for resolving patient concerns immediately as applicable and referring complaints to the appropriate Department Director, Risk Manager or Medical Director for review and complaint resolution.

· Responsible for assisting the system’s performance improvement activities in such areas as advanced directives, patient rights and focused studies regarding patient complaints.

· Responsible for fostering the satisfaction of other departments with the services offered by the Patient Advocacy Program. 

· Serves on the Patient Grievance Committee, Patient Experience Committee and Patient and Family Advisory Council.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of Bachelor’s Degree in related field required.

· Minimum of 1 year of experience in customer service required.

· Must possess strong listening skills to understand patients’ needs, problem-solving skills to resolve potential issues and the ability to communicate effectively with all parties involved.

· Must possess a compassionate attitude in order to give emotional support and help the patients’ quality of life.

· Must have an understanding of state and federal regulations as they relate to patients and conflict management resolution skills.

· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows