Patient Relations Specialist

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To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values – integrity, patient-centered, respect, accountability, and compassion – must guide what we do, as individuals and professionals, every day.

Under the supervision of the Manager of Patient Relations, the Patient Relations Specialist is responsible for problem resolution, preemptive interventions, and serving as an internal consultant to assigned areas for maximizing patient satisfaction. In addition, the Patient Relations Specialist is responsible for partnering with appropriate unit leadership on process and system improvements. The incumbent must be knowledgeable in and comply with regulatory provisions concerning patient rights, as casework is under scrutiny by regulatory agencies, including the Centers for Medicare and Medicaid Services (CMS), the State of Connecticut Department of Public Health, and the Joint Commission on Accreditation of Healthcare Organizations (JCAHO).

The Patient Relations Specialist collaborates with multi-disciplinary teams to create a patient and family-centered care environment, resolve patient and family issues, and enhance patient service excellence in assigned areas. The Patient Relations Specialist partners with patients, families, and hospital staff to collaborate on system changes and serves as a role model in all Patient and Family Center Care initiatives for the institution.

Provides specific avenues through which patients may seek solutions to problems, concerns, unmet needs, and grievances. Serves as an advocate for patients and their families as needed. Partners with hospital and management staff at all levels of the organization to promote and negotiate positive outcomes and coordinated care for patients and families. Partner with medical staff to coordinate family meetings to promote efficient, clear communication related to patient care.

In addition, the Patient Relations Specialist can partner with the Grievance Coordinator on the CLEAR disclosure process for significant safety events that occur. Patient Relations Specialists adhere to the sound principles and ethics of patient representation and CMS guidelines for complaint and grievance resolution. In addition, they identify opportunities and work with staff to implement patient satisfaction and service excellence initiatives by addressing patient concerns, and through trend analysis of patient feedback data.

EEO/AA/Disability/Veteran

• 1. Interprets patient rights for patients, families, and staff. Ensures the understanding and adherence by both hospital staff and patients to the hospital's philosophy on patient rights and responsibilities.
• 2. Represents administration, as delegated by the Board of Trustees, and responds to, researches, and resolves the complaints and grievances of patients following the guidelines for Conditions of Participation set forth by CMS.
• 3. Interprets the Hospital's philosophy, policies, procedures, and services to patients, their families, and guests, providing timely, accurate, written documentation and follow-up.
• 4. Works effectively and competently with a diverse patient and staff population and responds to patient and staff calls for assistance. Is available to respond to patient calls at all times during the Hospital workday.
• 5. Monitors and assists staff with family waiting lounges to ensure they are safe and meeting the needs of families. Makes rounds on waiting areas as necessary to support families.
• 6. Identifies and evaluates patient's perception of services. Strives to reach consensus. Promotes the establishment and maintenance of meaningful relationships with hospital staff to enhance the delivery of health care. Serves as a liaison between identifying and articulating both the patient's and the staff's perspectives.
• 7. Communicates with nursing leadership to identify patient and family issues requiring intervention.
• 8. Researches and resolves…