Job Description:
Patient Relations Specialist
Patient Relations
Seattle, WA
Full-time
Day Shift
Competitive Salary + DTE
Located in Seattle, WA, Virginia Mason Medical Center is an internationally recognized leader in the continuous improvement of health care. With an extensive list of awards and distinctions that includes our recognition as Leapfrog Top Hospital of the Decade, Virginia Mason offers you the opportunity to partner with exceptionally talented peers at every level.
You will contribute to the strength of our Team Medicine approach to collaborative medicine and benefit from the changes enacted through our Virginia Mason Production System—a model that has transformed health care by providing patients with easier access to care, reducing errors, and continuously innovating patient safety and quality that has been adopted by other organizations here and abroad. Join us, and find out how many ways Virginia Mason offers you the chance to focus on what really matters—our patients.
The Patient Relations Specialist serves as a patient advocate, in responding to patient concerns, acting as a liason to all department or service needs within the organization. This job gathers and analyzes quantitative statistics to identify trends in patient satisfaction, and assists in communicating these trends to the organization. The Patient Relations Specialist educates VM staff members, leaders and providers in the use of service recovery tools, and initiates recognition of staff members who provide high levels of patient service.
1. Interfaces with patients, families, staff members, leaders and providers on patient concerns and problem resolution. Manages investigations and responses to patient concerns in a manner compliant with Washington Department of Health and Center for Medicare and Medicaid Services (CMS) guidelines.
2. Provides coaching/feedback as appropriate to staff members, leaders, and or/providers in the use of service recovery tools/techniques. Provides support on service recovery processes to assist section leadership and organizational committees with information to improve quality and service.
3. Drafts formal written responses to patients/families on behalf of senior leaders.
4. Compiles patient communications through a variety of communication modes. Follows standard work to ensure that the sender and recipient of the communication is acknowledged.
5. Administers, supports, and uses feedback management data system. Compile and analyze quantitative data to identify organizational trends in patient satisfaction, and assists in communicating trends to VM staff members and leaders through such means as department staff meetings, leadership meetings and hospital publications.
6. Champions the cause for patient satisfaction by serving as a role model of organizational service standards. Acts as a patient advocate resource to all Virginia Mason workforce members, designing and presenting effective management education and training programs. Based on direct observation and/or comments from patients, initiates recognition of employees who demonstrate high levels of patient service.
7. Conducts regular rounds to inpatient and outpatient units to elicit responses from patients on their satisfaction level with the various services provided.
8. Responds to medical emergencies in public areas on the main VM campus, to be present to support family members and/or other witnesses to the event.
9. Assist with the development and implementation of service improvement initiatives. Actively participates on organizational and area improvement teams including, but not limited to, Rapid Process Improvement Workshops (RPIWs) and Kaizen events.
10. Conducts special projects/audits as assigned.
Bachelor's degree in psychology, communications, business, or a related field, or equivalent, required. Completion of Basic Professional Mediation Certificate training required within six months of position entry. Also required are: excellent interpersonal and conflict resolution skills, as well as human relations skills; strong negotiation, verbal and written communication skills; ability to convey organizational policies to others; ability to work independently under minimal supervision; excellent decision making skills and ability to respond appropriately in sensitive and/or stressful situations; strong facilitation skills; ability to manage multiple concurrent activities/projects; and working knowledge of MS Office software, database software, and electronic medical records and billing programs (e.g., Cerner, IDX/GE).
Have the ability to interact with staff (at all levels) in a fast paces environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role.
Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes comprehensive compensation and benefits, continuing education and support, and the opportunity to live in one of the country’s most livable cities, you will find that an opportunity with Team Medicine is one worth taking.
For more information or to apply online visit our website at www.VirginiaMason.org. We are an equal opportunity/affirmative action employer.
07/12
Patient Relations Specialist
Patient Relations
Seattle, WA
Full-time
Day Shift
Competitive Salary + DTE
Located in Seattle, WA, Virginia Mason Medical Center is an internationally recognized leader in the continuous improvement of health care. With an extensive list of awards and distinctions that includes our recognition as Leapfrog Top Hospital of the Decade, Virginia Mason offers you the opportunity to partner with exceptionally talented peers at every level.
You will contribute to the strength of our Team Medicine approach to collaborative medicine and benefit from the changes enacted through our Virginia Mason Production System—a model that has transformed health care by providing patients with easier access to care, reducing errors, and continuously innovating patient safety and quality that has been adopted by other organizations here and abroad. Join us, and find out how many ways Virginia Mason offers you the chance to focus on what really matters—our patients.
The Patient Relations Specialist serves as a patient advocate, in responding to patient concerns, acting as a liason to all department or service needs within the organization. This job gathers and analyzes quantitative statistics to identify trends in patient satisfaction, and assists in communicating these trends to the organization. The Patient Relations Specialist educates VM staff members, leaders and providers in the use of service recovery tools, and initiates recognition of staff members who provide high levels of patient service.
1. Interfaces with patients, families, staff members, leaders and providers on patient concerns and problem resolution. Manages investigations and responses to patient concerns in a manner compliant with Washington Department of Health and Center for Medicare and Medicaid Services (CMS) guidelines.
2. Provides coaching/feedback as appropriate to staff members, leaders, and or/providers in the use of service recovery tools/techniques. Provides support on service recovery processes to assist section leadership and organizational committees with information to improve quality and service.
3. Drafts formal written responses to patients/families on behalf of senior leaders.
4. Compiles patient communications through a variety of communication modes. Follows standard work to ensure that the sender and recipient of the communication is acknowledged.
5. Administers, supports, and uses feedback management data system. Compile and analyze quantitative data to identify organizational trends in patient satisfaction, and assists in communicating trends to VM staff members and leaders through such means as department staff meetings, leadership meetings and hospital publications.
6. Champions the cause for patient satisfaction by serving as a role model of organizational service standards. Acts as a patient advocate resource to all Virginia Mason workforce members, designing and presenting effective management education and training programs. Based on direct observation and/or comments from patients, initiates recognition of employees who demonstrate high levels of patient service.
7. Conducts regular rounds to inpatient and outpatient units to elicit responses from patients on their satisfaction level with the various services provided.
8. Responds to medical emergencies in public areas on the main VM campus, to be present to support family members and/or other witnesses to the event.
9. Assist with the development and implementation of service improvement initiatives. Actively participates on organizational and area improvement teams including, but not limited to, Rapid Process Improvement Workshops (RPIWs) and Kaizen events.
10. Conducts special projects/audits as assigned.
Bachelor's degree in psychology, communications, business, or a related field, or equivalent, required. Completion of Basic Professional Mediation Certificate training required within six months of position entry. Also required are: excellent interpersonal and conflict resolution skills, as well as human relations skills; strong negotiation, verbal and written communication skills; ability to convey organizational policies to others; ability to work independently under minimal supervision; excellent decision making skills and ability to respond appropriately in sensitive and/or stressful situations; strong facilitation skills; ability to manage multiple concurrent activities/projects; and working knowledge of MS Office software, database software, and electronic medical records and billing programs (e.g., Cerner, IDX/GE).
Have the ability to interact with staff (at all levels) in a fast paces environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role.
Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes comprehensive compensation and benefits, continuing education and support, and the opportunity to live in one of the country’s most livable cities, you will find that an opportunity with Team Medicine is one worth taking.
For more information or to apply online visit our website at www.VirginiaMason.org. We are an equal opportunity/affirmative action employer.
07/12