Patient Relations Specialist - Legal Services (PT- 0.6 FTE)

Position Summary: 

The Patient Relations Specialist promotes awareness and commitment to the deliverance of an effective grievance resolution process in accordance with CMS conditions of participation and accreditation standards. The Patient Relations Specialist represents the organization in response to electronic and onsite patient complaint surveys by the Accrediting Body or CMS. They are to be an advocate for the patients and patient representatives by maintaining an understanding of patient rights and responsibilities.

Minimum Qualifications:

Required

• Bachelor’s Degree in healthcare related field; equivalent combination of education and experience may be considered.
• Four (4) years of experience in a healthcare setting working directly with patient and family members

Preferred

• Master’s Degree
• Montana Licensure (Nurse), or Montana Licensure (LCSW), or Montana Licensure (Case Manager)
• Knowledge of operations and clinical procedures/workflows in hospital, outpatient, and ambulatory settings
• Knowledge of how to navigate an electronic health record

Essential Job Functions:

In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

• Facilitates resolution in accordance with the policy and procedure by monitoring and documenting all complaints and grievances in the electronic reporting system
• Meets with patients/personal representatives, in person, when requested by patient and/or staff during normal business hours
• Drafts professional letters and communication to ensure the patient remains informed throughout the resolution process
• Coordinates complex patient relations problem solving between departments
• Collaborates with Risk Manager, Patient Safety Coordinator, Medical Staff, and leaders to conduct Root Cause Analysis (RCA) or Common Cause Analysis (ACA) and improve process issues related to quality of care
• Initiates escalation procedure as needed to meet patient expectations and remain in compliance with CMS Conditions of Participation
• Organizes and leads periodic grievance committee meetings
• Participates in process improvement projects and provides input regarding patient care complaints to the appropriate committees
• Provides education and guidance to leadership and medical staff related to patient relations and the grievance processes
• Orients new users to Patient Relations program and the electronic reporting system for patient complaint occurrence reports

Knowledge, Skills and Abilities

• Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
• Exercises tact, discretion, sensitivity, and maintains confidentiality
• Performs essential job functions successfully in a busy and stressful environment
• Learns current and new computer applications and office equipment utilized at Bozeman Health
• Strong interpersonal, verbal, and written communication skills
• Analyzes, organizes, and prioritizes work while meeting multiple deadlines

Schedule Requirements

• This role requires regular and sustained attendance.
• The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
• On-call work may be required to respond promptly to organizational, patient, or employee needs.

Physical Requirements