Patient Relations Specialist-RN

Location

Carbondale, IL | United States

Job description

Your Career. Our Company. Together, We Grow. 

At  Southern Illinois Healthcare (SIH), we realize that in order to provide our surrounding communities with excellent care, we must begin by providing our employees with that same care and appreciation. We offer rich opportunities to develop and grow professionally, an environment of excellence in patient care, and the awareness that everything we accomplish is a direct outgrowth of the superb efforts and dedication of our employees.

As a non-profit system of almost 4000 employees, we have won national acclaim for our cancer, cardiac, stroke, bariatric, breast imaging, and rehabilitation services.

$55,585/yr minimum - $83,397/yr maximum (range increases based on education, experience and certifications)

Responsible for addressing patient relations grievances and/or complaints. Assist in identification, evaluation, and treatment of risk events within the hospital to reduce the frequency and severity of controllable unusual events, which may result in injury to patients or financial loss to the institution within the framework of the goals, objectives, and mission of SIH.

Role Specific Responsibilities

• Reviews/monitors RDE (Data Entry) reporting system
• Performs chart reviews on risk and patient relations issues for prevention of claims, outcomes, and potential disclosure issues
• Identifies events for PSPI (Patient Safety Process Improvement) and presents topics at PSPI
• Assists in coordination and chairing (when needed) PSPI
• Collaborates with Quality Peer Review Coordinator when cases are identified as potential peer issues
• Responsible for timely referrals to Infection Prevention, Quality, Nursing, Ancillary Departments, and Administration
• Reviews patient charges for any pertinent adjustments and monitors for the completion of adjustments
• Assists in monitoring/reviewing monthly PFS (Patient Financial Services) reports in regards to risk and patient relations billing/ adjustments.
• Works with Managers/supervisors for timely responses to patient relations and identified risk issues, for completion and closure
• Supervises office staff when manager is unavailable or otherwise engaged
• Performs new Staff orientation and Nursing specific orientation
• Presents at new Physician orientation (as needed in absence of manager)
• Participates in hospital based or system wide committee and/or teams
• Assists in RCA identification, investigation, and planning
• Responsible for initial risk identification, investigation, and evaluation to reduce the frequency and severity of controllable unusual events
• Receives specific patient complaints/grievances in the form of patient satisfaction surveys, letters, phone calls, emails, and potentially other forms of communication; investigates and resolves the matter in a formal written follow-up process within CMS guidelines
• Facilitates grievance meetings and acts as patient liaison
• With the help of Unit Managers/supervisors, investigates loss of patient items and initiates the re-imbursement process for replacement when warranted
• Facilitates service recovery as specific occasions arise

Education

• Bachelor’s degree in Nursing preferred

Licenses and Certification

• Current Illinois RN Licensure

Experience and Skills

• Technical Experience: 3 years
• May supervise staff intermittently in absence of Manager

Job tags

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