Patient Relations Specialist (PRN) Job Listing at MedStar Health in Washington, DC (Job ID 146012)

Description

About the Job

Status: Per diem (PRN) - does not offer benefits or PTO

Availability Needed: Mondays & Wednesdays 8:00am-4:30pm and Thursdays 8:00am-12:30pm

General Summary of Position
The Patient Relations Specialist plans coordinates and supervises the delivery and evaluation of a wide variety of non-clinical services to patients families visitors physicians and staff. Communicates patients' questions complaints problems and concerns to appropriate staff members; manages the centralized complaint tracking process and follow up for WHC; analyze trends and assist departments in the development of action plans to resolve recurring complaints.

Primary Duties and Responsibilities

• Directs plans and coordinates a wide variety of non-clinical services provided to patients families visitors and staff.
• Develops and directs an effective program of Patient Advocacy. Interviews and trains patient advocates. Sets up and maintains appropriate records statistics and other related information. Analyzes activities and prepares reports.
• In conjunction with department manager hires defines performance expectations evaluates and counsels department personnel. Develops and implements short and long-range goals for areas of responsibility.
• Advocates on behalf of patients and families in all issues of compliance with Washington Hospital Center's statement of Patient Rights and Responsibilities. Provides assurance to patients and their advocates that the presentation of a complaint in no way compromises or prejudices a patient's access to care.
• Identifies and actively manages high-risk patients and/or patient interaction throughout Washington Hospital Center and communicates risk potential of individual cases to office of Risk Management Legal department and/or Public Affairs.
• Investigates and resolves a wide range of non-clinical problems incurred by patients visitors and clinical staff and provides guidance and direction regarding policies practices and procedures.
• Compiles data from the complaint and compliment tracking database analyzes trends develops measurable comparisons and reports for department heads and senior management.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Serves as a role model for the highest level of customer service to Patient and Guest Services staff and others throughout Washington Hospital Center.
• Performs other duties and responsibilities as needed relative to Patient Experience and Service Excellence.

Minimal Qualifications
Education

• Associate's degree ideally in hospitality marketing communications or business development required
• Bachelor's degree ideally in hospitality marketing communications or business development preferred

Experience

• 1-2 years of progressively more responsible job related experience including supervisory experience conflict management/resolution preferably in family services or high level hospitality services required