The position organizes the qualitative data from all reporting sources and actively supports the Patient Relations Department with Quality Improvement and Service Excellence goals throughout the organization. Administratively responsible for maintaining the database to comply with Center for Medicare and Medicaid Services (CMS) and Joint Commission standards for Patient Rights, and to comply with CMS standards for responses to complains and grievances. Will coordinate the collection and analysis of pertinent Patient Relations data and department performance improvement indicators as well as determine possible trends and evaluate data for areas of improvement to enhance patient satisfaction. Identify opportunities to increase the efficiency of the documentation process. Compose letters and emails to patients/families according to the terms of the Hospital Grievance Policy, assuring grammatical accuracy. Prepares and delivers reports for the Patient Relations, Medical Staffing, Risk Management, and Compliance Departments. Will assist with the service recovery program, Advance Directives program, and record retention requirements. Assist with crisis intervention and disruptive patients, families, and visitors when necessary. Will help to prepare meetings and written behavioral contracts for disruptive families/visitors. Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe. Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agencies guidelines. Must be able to express ideas effectively in both speech and writing, be a skilled listener and able to represent the perspectives of others.Intermediate to advanced skills in Excel, Word (Microsoft Office Suite) and database management packages. Exceptional written and verbal communication skills required.Excellent communication, critical thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams (patient reps, medical staff, billing, CPS, etc.) Ability to prioritize and address a variety of patient/family issues with firm timeframes. Be able to demonstrate organizational, problem-solving and negotiation skills.
Bachelor's degree preferred or equivalent experience of (1-3) years in Healthcare, Public Relations, Project Management, Human Relations, Business, Healthcare Administration and/or Communications or related field with public contact with recognized success or confirmed skillfulness.
Must be proficient with word processing and database management software.
Assist with Service Recovery Program.
Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner and direction.
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.
Must demonstrate excellence in leadership, teamwork/collaboration, customer service and competency.
High degree of maturity and objectivity.
Creating and implementing behavioral and visitation schedules/contracts.
Help create and send responses to grievances.
Assist with tracking Advance Directives within the department and in collaboration with medical records.
Helps document and prepare invoices (work-related trips, expenses, lost & found).
Experience and understanding of HIPAA, privacy laws, and sensitive medical and personal information.
Internal Number: 38756
About Cook Children's Health Care System
Cook Children's Health Care System embraces an inspiring Promise – to improve the health of every child in our region through the prevention and treatment of illness, disease and injury. Based in Fort Worth, Texas, we’re proud of our long and rich tradition of serving our community.