Patient Relations Liaison II - Quality Management

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Date: Aug 21, 2019

Location: Newport Beach, CA, US

Company: Hoag Memorial Hospital Presbyterian

Job Description:

The Patient Relations Representative is responsible for supporting the organizational efforts to address patient and family grievances in compliance with regulatory requirements. This position works collaboratively with the health care team in analyzing and responding to clinical, operational, and other patient relations issues in order to prevent escalation and avoid an untoward outcome. 

 

Essential Functions: Level I and II

  • Analyzes and triages grievances/concerns.
  • Tracks all patient concerns into a data file.
  • Ensures timely follow up, documentation and communication to patient, director and others as identified.
  • Ensures grievances are given impartial consideration and appropriate response occurs in keeping with regulatory and hospital guidelines.
  • Participates in committees and special projects as required to support the organization.
  • Supports responsive relationship with patients of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
  • Works closely with clinical and non-clinical staff and medical staff to initiate review and response to patient and family/caregiver concerns, comments, requests for service, and grievances in a timely and comprehensive manner.
  • Possesses strong analytical, communication and conflict resolution skills to assist and/or resolve real-time and post incident investigations to ensure transparent and productive communication between the patient/family member and service team where concern originated.
  • Maintains strict confidentiality in accordance with policy.
  • Perform other duties as assigned.

 

 Level II

  • Coordinates comprehensive multidisciplinary reviews following established complaint handling pathway.
  • Reviews and analyzes data and identifies trends and opportunities for improvement.
  • Prepares and Presents Grievance data to groups and committees as needed.
  • Provides education to staff regarding regulatory requirements and how to respond to patient grievances.  

 

Education, Training and Experience

 

Required:   

Healthcare professional currently licensed in the State of California, Minimum of Two (2) years Clinical Experience.

 

Preferred:   

BSN 

 

Skills or Other Qualifications

 

Required: 

Effective verbal and written communication, interpersonal skills, and ability to work independently. Demonstrates high levels of confidentiality.

 

Preferred:

Proficiency in Microsoft Office suite, excellent written and verbal skills.  Level II: ability to present information to groups, ability to retrieve and display data.

 

License and Certifications

 

Required:   

Healthcare professional currently licensed in the State of California

 

Preferred:  

BSN


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Medical, Manager, Quality Manager, Law, Healthcare, Quality, Management, Legal

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