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Company: MedStar Medical Group
Location: Washington, DC
Career Level: Associate
Industries: Not specified
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Description

Status: Per diem (PRN) - Benefits and PTO are not offered
Availability/Schedule: Seeking weekday, Day shift availability

The Patient Relations Specialist plans, coordinates, and supervises the delivery and evaluation of a wide variety of non-clinical services to patients, families, visitors, physicians and staff. Communicates patients' questions, complaints, problems and concerns to appropriate staff members; manages the centralized complaint tracking process and follow up for WHC; analyze trends and assist departments in the development of action plans to resolve recurring complaints.


Education
  • Associate's degree ideally in hospitality, marketing, communications or business development required
  • Bachelor's degree ideally in hospitality, marketing, communications or business development preferred
Experience
  • 1-2 years of progressively more responsible job related experience, including supervisory experience, conflict management/resolution, preferably in family services or high level hospitality services required
  • Directs, plans and coordinates a wide variety of non-clinical services provided to patients, families, visitors and staff.
  • Develops and directs an effective program of Patient Advocacy. Interviews and trains patient advocates. Sets up and maintains appropriate records, statistics, and other related information. Analyzes activities and prepares reports.
  • In conjunction with department manager, hires, defines performance expectations, evaluates and counsels department personnel. Develops and implements short and long-range goals for areas of responsibility.
  • Advocates on behalf of patients and families in all issues of compliance with Washington Hospital Center's statement of Patient Rights and Responsibilities. Provides assurance to patients and their advocates that the presentation of a complaint in no way compromises or prejudices a patient's access to care.
  • Identifies and actively manages high-risk patients and/or patient interaction throughout Washington Hospital Center and communicates risk potential of individual cases to office of Risk Management, Legal department and/or Public Affairs.
  • Investigates and resolves a wide range of non-clinical problems incurred by patients, visitors, and clinical staff and provides guidance and direction regarding policies, practices and procedures.
  • Compiles data from the complaint and compliment tracking database, analyzes trends, develops measurable comparisons and reports for department heads and senior management.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Serves as a role model for the highest level of customer service to Patient and Guest Services staff and others throughout Washington Hospital Center.
  • Performs other duties and responsibilities as needed relative to Patient Experience and Service Excellence.


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