Manager - Patient Resolution / Paralegal

The Patient Resolution Manager / Paralegal assists with the response to formal patient grievances including working with risk management and clinical leadership to ensure the legally required response times are met and preparing written grievance responses. The position also assists with the claims management process, supporting the Director of Patient Engagement and in-house counsel with BHC’s informal claims resolution process to include, where appropriate, working directly with patients and families to reach resolution. The Patient Resolution Manager / Paralegal also provides traditional litigation support to in-house counsel including preparing releases and gathering and organizing discovery requests for medical malpractice claims.     

•    Assists Director of Patient Engagement in managing system wide grievance program to ensure regulatory compliance; identifies complaints in need of service recovery and follows up on potential CANDOR events and potentially compensable events, and alerts the appropriate team member.
•    Consults with risk managers and department leaders to ensure thorough, appropriate and timely investigation of complaints, grievances and service recovery resolution. 
•    Drafts and revises correspondence to patients and families. 
•    Communicates directly with patients and families, where appropriate, to resolve claims informally.  
•    Tracks bill adjustments and expenses related to the CANDOR program, risk write offs, and other related expenses.  
•    Provides litigation support for in-house counsel. 
•    Drafts and revises settlement agreements and other legal documents.
•    Gathers and organizes documents for litigation purposes and in response to legal discovery requests. 
•    Assist in other duties as assigned to support the operational needs of the department and organization.
•    May be required to remain on campus immediately before, during, and after severe weather and/or disasters.

Education

• High School Diploma or GED required. Bachelor's Degree in related field preferred. 
• Paralegal certification required. 4 years of related experience in lieu of certification.

Work Experience

• 3 years experience working in a law office as litigation support or paralegal, preferably in the medical malpractice field required.
• 3 years experience managing calendars and multiple time sensitive deadlines required.
• 3 years experience drafting, revising, and finalizing correspondence and other written documents required.

Knowledge, Skills, and Abilities

• Excellent communication skills.
• Proficient at synthesizing and summarizing clinical information, both verbal and written in both written and verbal format.
• Computer skills including MS Office, specifically Excel and PowerPoint.
• Excellent interpersonal skills, including ability to de-escalate and problem solve. 
• Organizational and analytical skills.