Patient Relations Representative
70 HonorHealth Support ServicesDeer Valley, Arizona
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Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Benefits
Career Development
Job Description
Primary City/State:
Deer Valley - 19829 N 27th Ave Phoenix, AZ 85027Category:
Patient ServicesShift:
DayDepartment:
Patient ExperienceM-F 8:00am-4:30pmHealthcare background preferred.
Great care starts with great people. (Like you.)
At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.
Responsibilities:
JOB SUMMARY
The Patient Relations Specialist has the responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures.
ESSENTIAL FUNCTIONS
- Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints.Receives complaints and concerns from staff, patients, families, and others.Leads the facility’s Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome.Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints.Investigates and works to support patient complaint resolutions in a timely manner.Documents complaints into the MIDAS system; educates staff on documentation requirements. Complaints and concerns are summarized and compiled for reports to management to influence improvementResponds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement.
- Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards.Inputs documentation into the MIDAS system following department standards.Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management.Manages the timely written response to grievances.Educates patients about their grievance process rights.Educates employees about the grievance process.Provides grievance data to the organization’s continuous improvement efforts.Provides patient survey feedback and other patient experience feedback to management. Collaborates on best approach for resolving issues; identifies potential trends. Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during:HCAHPS and other surveysLetters/cards to the CEO Patient roundingRounds regularly in the patient care and service areas to partner in improving patient complaints/grievances:Greets patients and families, and practices active listening to determine needs and concerns.Role models Go Beyond Service Behaviors.Attends nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances and improving patient experience. Initiates meetings with stakeholders when necessary.Supports the campus patient/family councils for experience improvement.
EDUCATION
- High School Diploma or GED Required
- Other / Certificate Bachelor of Science Preferred
EXPERIENCE
- 2 years experience in a customer advocate/customer relations or related position Conflict resolution /de-escalation experience Required
- 3 years experience in an acute hospital setting Preferred
LICENSE AND CERTIFICATIONS
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FAQs About Patient Relations Representative Jobs at 70 HonorHealth Support Services
What is the work location for this position at 70 HonorHealth Support Services?
This job at 70 HonorHealth Support Services is located in Deer Valley, Arizona, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at 70 HonorHealth Support Services?
Employer has not shared pay details for this role.
What employment applies to this position at 70 HonorHealth Support Services?
70 HonorHealth Support Services lists this role as a Full-time position.
What experience level is required for this role at 70 HonorHealth Support Services?
70 HonorHealth Support Services is looking for a candidate with "Senior-level" experience level.
What benefits are offered by 70 HonorHealth Support Services for this role?
70 HonorHealth Support Services offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at 70 HonorHealth Support Services?
You can apply for this role at 70 HonorHealth Support Services either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.