Patient Relations Representative Part-Time Tempe

Primary City/State:

Tempe Medical Center

• 1500 S Mill Ave Tempe, AZ 85281

Category:

Patient Services Shift:

Day Department:

Patient Experience Hours are flexible between 8:00am and 4:00pm

• 4 hours per day; M-F Great care starts with great people.

(Like you.) At HonorHealth, you'll find something special. From humble beginnings in 1927 to one of Arizona's largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:

Job Summary The Patient Relations Specialist has the responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures. Essential Functions Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints. Receives complaints and concerns from staff, patients, families, and others. Leads the facility's Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome. Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints. Investigates and works to support patient complaint resolutions in a timely manner. Documents complaints into the MIDAS system; educates staff on documentation requirements. Complaints and concerns are summarized and compiled for reports to management to influence improvement Responds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement. Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards. Inputs documentation into the MIDAS system following department standards. Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management. Manages the timely written response to grievances. Educates patients about their grievance process rights. Educates employees about the grievance process. Provides grievance data to the organization's continuous improvement efforts. Provides patient survey feedback and other patient experience feedback to management. Collaborates on best approach for resolving issues; identifies potential trends. Shares with administration and the appropriate managers and clinical providers, information received from patients' comments during: HCAHPS and other surveys Letters/cards to the CEO Patient rounding Rounds regularly in the patient care and service areas to partner in improving patient complaints/grievances: Greets patients and families, and practices active listening to determine needs and concerns. Role models Go Beyond Service Behaviors. Attends nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances and improving patient experience. Initiates meetings with stakeholders when necessary. Supports the campus patient/family councils for experience improvement. Education Other Bachelor of Science

• Preferred High School Diploma or GED
• Required Experience 2 years experience in a customer advocate/customer relations or related position Conflict resolution /de-escalation experience
• Required 3 years experience in an acute hospital setting
• Preferred Licenses and Certifications We're all in for your career. Expert care from experts who care. At HonorHealth, you'll find something special. Our culture is built on warmth and neighborly kindness, but behind every smile is a highly skilled professional with deep expertise and unwavering dedication. We're delivering a healthcare experience that simply feels better through:
• Nine acute-care hospitals
• Over 200 primary, specialty and urgent care centers
• More than 17,000 team members and 4,000 medical staff Since 1927, we've been focused on doing what matters most — caring for people and communities across the greater Phoenix area.

From humble beginnings to one of Arizona's largest nonprofit healthcare systems, we're just as driven as we were a century ago. Come join us and go all in for your career. 🔗 Helpful links 💼 Benefits 🖥️ Career site 🤝 Culture 📄 Hiring Process 🏥 Locations 🖥️ HonorHealth.com Join our talent community here!

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