Registered Nurse RN Patient Relations Navigator

Primary City/State:

Mesa, Arizona

Department Name:

Clinical Risk Mgmt & Ptnt Rel

Work Shift:

Day

Job Category:

Risk, Quality and Safety

The future is full of possibilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you!

The Patient Relations Service Center is a small team of nurses and other professionals trained to handle post-discharge patient clinical care/quality of service complaints and grievances for Banner hospitals. We work with Banner’s top executives in bringing answers to the questions our patients have about the care they received. We investigate the care our patients received, partnering with leaders and physicians in areas of our hospital settings and provide our findings back our patients. Our team believes in collaboration and supports one another each and every day. We believe in a work-life balance and a sense of belonging – this is a department where each team member is encouraged to look for ways of doing business better while staying within the guidelines of CMS.

Schedule: Monday through Friday 8am-4:30pm.Training is typically 5-7 weeks and will be complete 100% in-office at our Banner Health Mesa Corporate location. Once training is completed, you will primarily work from home with expectation of coming into the office periodically.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY
This position is primarily responsible to steward patient complaint/grievance cases to resolution and writing their own correspondence as required for regulatory compliance. Ensures privacy and confidentiality of the patient according to HIPAA and privacy laws. Responsible for addressing patient relations issues across multiple entities from a centralized location to turn any problems into opportunities that result in positive outcomes. Primarily responsible for addressing more complex issues that arise when a patient or family member is not physically present at a Banner entity through a variety of modes, such as letters, calls, emails, satisfaction surveys, etc. The RN Patient Relations Coordinator is responsible for treating all customer incidents in a compassionate manner, properly documenting the issues in our electronic database and serving as project manager to ensure timely resolution. This could include grievance identification and resolution, serving as a liaison between patients/family members, facility staff or credentialed provider, and acting as a liason with other relevant partners such as regulatory and clinical risk management, in an effort to provide missing information and to build and maintain mutually beneficial relationships with patients, their families and key constituencies, resulting in enhanced patient/family experience. This also includes follow up with patient by phone and/or in a written document once we have a resolution with the goal to create a positive experience.

CORE FUNCTIONS
1. Intakes and documents all issues relayed by the patient or family member and investigates, documents and coordinates resolution of service quality concerns assigned to them in this role which may be clinical and non-clinical in nature. This includes ensuring all policies, procedures and processes are followed to achieve timely resolution of service and care related complaints and grievances, including reviews of patient records, escalations and adhering to applicable system guidelines and regulatory requirements.

2. Communicates directly with clinical and senior executive leadership to obtain thorough investigative findings in response to all stated concerns. Ensures entity has contacted patient to address stated concerns. Coordinates needed information to facilitate the completion of a letter to patient as needed. Must also ensure privacy and confidentiality of the patient by complying with HIPAA and privacy policies.

3. Composes, proofreads and edits grievance letters. Ensures that responses to patients’ concerns are clinically accurate and that letters conform to system and regulatory approved letter formats. Ensures letters are written in a timely manner and notifies patients in writing and/or by phone of any delays. Maintains consistency in writing style