Clinical Relations Partner

Job Description:

Clinical Relations at Intermountain Health is actively involved in improving the experience and quality of care for patients across the enterprise. This includes investigating and managing patient complaints and grievances related to quality of care that have resulted in harm, have the potential to cause harm or lead to poor patient experience. This role uses the patient voice to partner with Clinical Relations Managers to identify opportunities for quality improvement. This role is key in coaching and providing resources to frontline caregivers in service recovery and maintaining good clinical relationships between patients, families and care teams. In addition, this role supports the following:

This position is Mon-Fri during business hours, with a minimum of 3 days a week onsite and an option to work 1-2 days a week remotely after training. Onsite support will be at the Primary Children's Hospital - Salt Lake Campus.

Essential Functions 

• Comply with policy and regulatory requirements in event management and provide on-site support for surveys as it pertains to complaints and grievances.  

• Participate in Early Communication and Resolution Process for High Harm "no Gap" events. 

• Detect and manage risk exposure with enterprise legal partners and proactively mitigate claim potential. 

• Participate in conflict resolution and liaison between multiple stakeholders; proactively identify potential risks to outcomes. 

• Collaborate with General Liability in managing patient property loss or theft. 

• Partner with Compliance in investigating and resolving Patient Privacy and Discrimination Concerns. 

• Coach and shadow caregivers & leaders within hospitals and clinics, with expertise to lead through influence and coach/round for improvement. 

Skills 

• Communication (verbal and written) 

• Relationship Management 

• Process Improvement 

• Complex Problem Solving 

• De-escalation 

• Consulting 

• Coaching 

• Computer Literacy 

 

Qualifications 

• Demonstrated ability to identify gaps in processes and participate in process improvement 

• Demonstrated ability to partner effectively with many stakeholders 

• Experience in conflict management  

• Experience in navigating all parts of a patient’s electronic health record 

• Bachelor’s degree in a healthcare related field 

• Minimum of 3 years Clinical Experience 

• Demonstrated competence in professional letter writing 

 

Physical Requirements 

• Frequent interactions with providers, colleagues, patients and visitors require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. 

• Manual dexterity of hands and fingers for frequent typing, accessing information, etc. 

• Ability to sit or stand for extended periods of time. 

 

Preferred Requirements