Career Opportunities

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Reporting to the Director of Quality and Safety, the Patient Relations Specialist is a liaison between patients, families, and all hospital departments in acknowledging and responding to concerns and requests in a compassionate, supportive manner.

Job Description:

Essential Duties & Responsibilities (including but not limited to): 

• Provides on-site advocacy and facilitation by anticipating and ensuring that patients'/families’ needs for comfort and compassion are met. Includes real time visits with inpatients and/or families to address their immediate concerns
• Proactively identifies situations that could potentially result in patient discomfort/dissatisfaction. Works with patient and families in conjunction with appropriate staff to develop patient specific solutions to resolve patient concerns before patient becomes dissatisfied.
• Answers, screens and triages incoming telephone calls, emails and letters to Patient Relations. Provides back up when needed for Quality & Safety departmental telephone line.
• Consults with and provides support to staff on how to respond to patient complaints, and coordinates the timely investigation, review, response, and resolution of patient complaints.
• Participates in internal and external reporting of patient complaint and survey data as required by regulators, payers and accrediting organizations
• Assists in responding to inquiries, complaints, suggestions and compliments received from patients, insurance companies and other agencies.  Interprets the Patient's Bill of Rights, hospital policies and non-medical procedures to patients/families when called upon to do so.
• Assists with tracking and quality assurance of patient satisfaction database. Proactively monitors trends in patient/family concerns/complaints to identify systematic, process, or cultural barriers to the delivery of patient/family-centered care.
• Regularly reviews the STARS Reporting System and triages reported incidents to the correct individual and/or department to ensure follow-up of reported issues. Works with Director on outstanding or unresolved incidents. Collaborates with clinical staff to inform the creation of cause maps, root cause analysis and corrective actions.
• Serves as Hospital liaison to the Patient Family Advisory Council
• Provides administrative support to the following committees: Quality Review, Peer Support, and Performance Measurement Steering.

Minimum Qualifications: 

• Bachelor’s Degree Preferred.
• Proficiency with Microsoft office i.e.: Word, Excel, and PowerPoint.
• Five years of work experience, with two years in a hospital or healthcare setting preferred, including familiarity with medical terminology.
• Demonstrated ability to interact and communicate effectively with a wide variety of stakeholders, patients and families from diverse backgrounds
• Excellent organizational skills, including ability to prioritize work and handle multiple tasks simultaneously.
• Ability to protect and maintain confidentiality with PHI and sensitive data.

Physical Requirements & Environment: 

• The nature of work requires close attention to detail for work to be accurately completed. Intermittent breaks during the work day do not compromise the work.
• Work is varied every day and incumbents need to be adaptable to respond to changes and use independent judgment and manage priorities.
• No substantial exposure to adverse environmental conditions.
• Sedentary work; exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, or pulling objects. 
• Regularly walking. Standing occasionally.
• The position requires frequent computer use.
  

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled