Patient Relations Specialist

Location:

Department:

Shift:

Standard Weekly Hours:

Summary:

The Patient Relations Specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department's regulatory responsibilities in each phase of the Patient Relations workflow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Education & Experience:

• Minimum Bachelor's degree, masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.

• Minimum 3-5 years healthcare experience required; preferably in patient relations, human resources, compliance, customer service or related field.

Knowledge/Skills

• Exceptional written and verbal communication skills required.

• Excellent communication, critical thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams.

• Ability to prioritize and address a variety of patient/family issues with firm timeframes. Be able to demonstrate organizational, problem-solving and negotiation skills.

• Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner.

• Bilingual language abilities and skills preferred.

• Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.

• Ability to relate to diverse age and demographic backgrounds.

• Sound understanding of concepts of family-centered care.

• Mediation Skills

• Coaching and Mentoring Skills

• Proficient in use of PC with experience in Excel and Word Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe.

• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

About Us:

Cook Children's Health Care System

Cook Children's Health Care System offers a unique approach to caring for children because we are one of the country's leading integrated pediatric health care delivery organizations. Patients benefit from the integrated system because it allows Cook Children's to use all of its resources to treat a patient and allows for easy communication between the various companies by physicians with a focus on caring for children and adolescents.

Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.