Patient Relations Specialist Sr - Dartmouth-Hitchcock Health

In partnership with hospital leaders manages feedback to include: compliments, complaints and grievances from initial point of contact, through appropriate documentation, investigation and resolution. Requires excellent active listening skills, empathic responsiveness, critical thinking, problem solving and conflict resolution. Demonstrates discretion with information sharing. Responsible for reviewing data trends and reporting results to appropriate departmental, divisional or senior leaders. Facilitates interdepartmental collaboration to achieve improvement initiatives. Successful individuals in this positon require a high degree of emotional intelligence, boundary setting and emotional maturity. Frequently required to discuss complex situations and facilitate family meetings. Serves as a mediator between patient and family and D-H leaders. Works in collaborative partnership with the Office of the CEO, Nursing Leadership, Risk Management, Legal and Patient Financial Services.

1. Assures compliance with all regulatory requirements for grievance resolutions and reporting.
2. Maintains database for tracking and trending complaints and grievances. Compiles data for analysis; identifying areas of opportunity to improve patient experiences.
3. Generates statistical data and feedback regarding trending of complaints and grievances to leadership, as well as specific departments.
4. Partners with colleagues to develop and implement initiatives targeted to improve patient experience.
5. Serves as an advocate for patients and their family members prior to, during and following their care at Dartmouth-Hitchcock (D-H).
6. Provides staff education in areas related to patient relations including: patient needs and expectations, patient rights and responding to patient complaints and grievances to build and sustain a patient-customer focused culture.
7. Reports identified or potential risk issues to Risk Management or Quality Assurance & Safety leadership.
8. Works closely with liability carrier and General Counsel in response to issues that represent potential liability or claims of malpractice or negligence.
9. Assists with the development and revision of policies, procedures and guidelines i.e. Patient Relations, Patient Rights and Complaint and Grievance resolution.
10. Performs other duties as required or assigned.

• Bachelor’s degree in a healthcare related field and 5 years of experience in a patient/customer oriented position or the equivalent in education and experience required.
• Strong negotiation and communication skills with the ability to work independently required.
• Ability to handle confidential material with maturity, sensitivity and discretion.
• High impact communication: excellent oral and written communication skills, including ability to listen, empathize, de-escalate and critically think through issues and potential solutions.
• Excellent interpersonal skills to include working with external parties, providers and families. Social perceptiveness necessary.
• Learning and teaching strategies for ongoing service recovery skill building.
• Ability to work with minimal supervision and maintain a high degree of communication of current work activity with supervisors.
• Excellent self-control and negotiation skills to effectively manage difficult situations and persons.
• Adaptability with a high tolerance for ambiguous work situations.

• None