Patient Relations Specialist - Full Time

Position Title: Patient Relations Specialist Position Code: PatAdvo-8030

Department: Quality Management

Reports to: Clinical Quality Manager Safety Sensitive: ☒ Yes ☐ No

Exempt Status: ☐ Yes ☒ No

Position Purpose

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.

Key Responsibilities

• Serves as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated and resolved in accordance with CMS, DNV and Arizona Department of Health Services patient rights regulations for both inpatient and outpatient settings.
• Serves as an additional level of support for the outpatient clinics, assisting with complaints, grievances and Advanced Directives as applicable
• Develop, implement, and maintain standardized workflows and policies for grievance handling, documentation, reporting and escalation
• Serves as a visible and accessible resource for patients and families to voice concerns or grievances
• Collaborates with clinical and operational teams to resolve concerns in real time
• Advocates for patient rights, dignity, privacy and informed decision making
• Oversees the grievance tracking database, maintaining accurate documentation and case records.
• Ensures timeliness and completeness of all investigations and responses.
• Identifies trends in patient concerns and share insights with leadership
• Distributes regular reports and dashboards on grievance trends and outcomes to the Quality and Patient Safety Council
• Facilitates and supports the Patient and Family Advisory Council
• Responsible for the timely distribution of the Press Ganey weekly reports to department leadership
• Explains facility policies and procedures as well as patient’s rights and responsibilities to patients and families.
• Works with KHI team members to proactively address difficult situations at the point of service in accordance with facility customer service principles.
• Participates in assessment of and responds to incidents that, if not responded to appropriately, could provoke a serious controversy or legal problem.
• Provides information to patients regarding Health Care Directives and assists with completion of documents when appropriate.
• Adheres to and respects patient privacy in accordance with hospital policy.
• Performs other duties as assigned to support overall effectiveness of department and organization.

Qualifications

Education: High School Diploma or general diploma equivalency

Experience: 3-5 years experience in Patient Advocacy, Patient Relations, or Healthcare. Strong communication skills, conflict resolution skills

Certification: Certificate of Patient Advocacy (Beryl Institute) within 2 years

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Must be able to interact with others with tact and courtesy.
• Ability to work independently and prioritize and address a variety of patient/family issues.
• Ability to think proactively and take initiative in an appropriate and creative manner.
• Ability to generate meaningful reports and statistical data.

Preferences

Education: Associates Degree in related field of study

Experience: Experience in the hospital environment is highly desirable.

Certification: Notary Public

Special Position Requirements

Exposure Category II: Expected duties have possible, but not routine, potential for exposure to blood, body fluids or tissues

Work Requirements

• Ability to move freely about the hospital, including from one patient room to another
• Ability to use telephone
• Proficiency in computer skills
• Ability to accommodate occasional frustration/anger on the part of clients and/or family members