Patient Relations Specialist

MHSC is an equal employment opportunity employer and does not discriminate based on gender, age, race, color, creed, religion, national origin, marital status, sexual orientation, gender identity, mental or physical disability or uniformed services status.  MHSC is dedicated to fostering an inclusive environment that recognizes the contributions and supports the advancement of all, because an inclusive environment can enhance the quality of healthcare, improve hospital/community relations, and positively affect the health status of society.  No candidate will be rejected based on any of the above or any disability that, with reasonable accommodation, does not prevent performance of the essential job duties.

MHSC is committed to the “Planetree” methodology of “Person-Centered Care”. Person-Centered Care is more than hospitality. It is more than amenities and inviting surroundings. Person-Centered Care is an evidence-based framework for improved patient and family engagement, better clinical outcomes, increased staff retention/ recruitment, and high value care. Person-Centered Care creates workplaces that energize and inspire joy. It places patients and caregivers at the center of the care experience and unites communities around health and wellness. This approach also focuses on supporting the professional and personal aspirations of healthcare professionals who can more effectively care for others when they feel cared for themselves.

JOB SUMMARY:

The Patient Relations Specialist plans, directs, and manages all Patient Relations activities. The incumbent works closely with MHSC employees and leaders to communicate Patient Relations opportunities and concerns to the respective leader. Responsibilities include the following:

• Coordinates Patient Relations activities with other departments across the organization to assure prompt and remedial action to feedback (patient complaints, grievances, and compliments.
• Serves as a liaison between patients and the health system through which patients may voice their problems and concerns.
• Promotes and encourages understanding and adherence by both staff and patients to the health system’s philosophy on patients’ rights and responsibilities and person-centered care culture.
• Collects, trends, and analyzes data.
• Becomes knowledgeable of regulatory compliance standards across several agencies including, but not limited to: The Joint Commission (TJC), Occupational Safety and Health Administration (OSHA) and Wyoming Department of Health, (WDOH).
• Interprets and explains to patients and/or patient families the philosophy, policies, and procedures of the MHSC health system.
• Refers patients to appropriate services and resources and responds personally when other alternatives are not available.
• Assists in facilitating assessment of responses to incidents that, if not properly responded to, could provoke a serious controversy or legal problem.
• Interacts with, advises, and counsels staff and/or the respective leaders on opportunities and concerns expressed by patients.

REQUIRED EDUCATION:

Minimum: Associate degree from an accredited institution in a relevant subject area such as Business Administration, Human Resources, Communications, Nursing or related Health Care Management field. A bachelor’s degree is preferred.

REQUIRED JOB KNOWLEDGE AND SKILLS:

• Basic knowledge of hospital operations and healthcare delivery systems.
• Data collection and statistical analysis methods. Ability to trend and problem-solve trends.
• Familiar with research methods, practices, and report writing.
• Ability to develop and provide oral and written presentations.
• Knowledge of computer applications related to data collection and analysis.
• Knowledge of record keeping principles and practices.
• Possess interpersonal skills and strong leadership/mentor qualities.
• Communicate clearly and effectively in both written and verbal form.
• Demonstrate an ability to motivate others toward task completion.
• Work effectively as part of a multidisciplinary team.
• Demonstrates initiative and independent judgment, within established procedural guidelines and in accordance with the Code of Conduct and cultural standards, to achieve goals consistent with the organization’s mission, vision, values, and strategies.
• The ability to assess risks and hazards and make effective recommendations for action and correction.