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Patient Relations Specialist

Posted: 11/05/2021

To further The Fenway Community Health strategic priority around Patient & Family-Centered Care, the Patient Relations (PR) Specialist collaborates with leadership in developing and implementing strategies to achieve and sustain a five-star patient and family/caregiver experience. The PR Specialist will work closely with clinical and non-clinical staff to initiate review and respond to patient and family/caregiver concerns, comments, requests for service, complaints, and grievances in a timely and comprehensive manner.

As a patient relations expert, the PR Specialist possesses strong analytical, communication, and conflict resolution skills to assist and/or resolve real-time and post-incident investigations to ensure transparent and productive communication between the patient/family member and service team where concern originated. The PR specialist is an active member of the organization’s Quality Committee team where they routinely collaborate with departments across the organization to understand where dissatisfaction, misunderstanding, and opportunity exists to improve the experience for future patients and caregivers in alignment with the strategic direction of the clinic concerning the overall patient experience. The PR Specialist reports to the Director of Patient Services.

Please click here to apply!

Representative Duties:

  1. Provides guidance to patients, families, visitors, and staff on patient rights, responsibilities, human rights, and organizational ethics.
  2. Investigates complaints through chart review, interviews with clinical leadership and staff, and compiles findings
  3. Establishes formal support strategies that empower staff to manage commendations and/or concerns on a local level.
  4. Receives and responds to letters, telephone calls, website inquires and walk-ins relating to patient problems, complaints, regarding their treatment, services and/or procedures.
  5. Assists The Chief Operations Officer and Director of Patient Services by gathering and compiling facts, documenting events that are used in the resolution of events.
  6. Assists in the development of a system for procuring and providing data/information that is representative of Fenway's customers who commend Fenway or share their concerns.
  7. Designs a structured process for identifying service and care trends across Fenway Health.
  8. Develops and implements a plan for educating staff on management of patient concerns at the point of service.
  9. Assists in the development of a program and supporting policies and procedures to provide guidance to patients, families, visitors and staff on patient rights and responsibilities and human rights.
  10. Has knowledge of and puts to practice the tenets of the Racial Equity Action Plan in order to ensure all patients and staff are treated with respect and dignity, no matter their background.
  11. Participates in efforts to monitor the patient experience to enhance the quality of care and patient satisfaction.
  12. Uses philosophy of Quality Improvement to analyze current processes and make departmental improvement suggestions.
  13. Adheres to all agency and departmental policies and procedures.
  14. Participates in quality assessment and improvement activities when appropriate.
  15. Models the highest principles of patient, client and staff confidentiality.
  16. Adheres to established safety policies, procedures, and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation.
  17. Attends all required meetings, in-services and professional trainings.
  18. Serves on agency committees, when appropriate.
  19. Recommends staff training that highlight lessons learned for best client services and outcomes.

Requirements

  • 5 years of experience in advocacy or customer service role, with experience in customer service strongly preferred
  • Bilingual in Spanish and/or Portuguese strongly preferred.
  • Ability to work independently.
  • Strong attention to detail.
  • Proficiency with all MS Office suite.
  • Excellent written and verbal communication skills
  • Experience working with an ethnically, culturally and racially diverse staff.
  • Basic knowledge of change theories and organizational development.
  • Skills for frequent contact with internal customers and external stakeholders; ability to exercise discretion in how and what to communicate.
  • Possesses strong analytical and problem-solving skills to review, evaluate, and recommend changes.

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodations:

  • Sit or stand at a computer station for extended periods of time
  • Ability to type on a keyboard for extended periods of time
  • Ability to lift, place and move supplies, and equipment usually not more than 10 lb.
  • Standing, sitting, walking, running: Must have ability to: frequently (3-5 hours/day) stand, frequently (1-3 hours/day) walk, frequently (7-9 hours/day) sit.
  • Some work may be in a setting where there is potential for exposure to communicable diseases and hazardous materials, chemicals, and waste, and there is a potential risk for personal injury from patients. Work may possibly include exposure to high noise level
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.
LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

Please click here to apply!