RN - Registered Nurse - Patient Experience Liaison

Location:

Geisinger Community Medical Center (GCMC)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

As one of the Top 8 Most Innovative Healthcare Systems in Becker’s Hospital Review, we’re working to create a national model for improving health. Today, we’re focused on bringing our region services that improve every facet of life to drive total health, inside and out.

Through professional growth, quality improvement, and interdisciplinary collaboration, we’ve built an innovative culture that allows nurses to grow their skillsets, develop their practice, and leverage their years of experience to build a rewarding, lasting career with impact.

Job Duties:

Plays a key role in improving patient satisfaction and enhancing service delivery by using nursing education and critical thinking skills to investigate and resolve patient care and service issues in compliance with regulatory and organizational standards. Serves as a liaison between patients or designated representatives and healthcare employees, ensuring patient concerns are addressed in a safe, timely and professional manner.

This role is full-time, days, 40 hours weekly, and salaried. At least three (3) years of RN work experience is required.

• Provide primary review of patient relations events and grievances.
• Partners to drive change by creating and fostering a positive, proactive culture and environment.
• Use nursing education and critical thinking skills to promote problem-solving.
• Educate staff and departments on service recovery initiatives and processes.
• Communicate and report service improvement opportunities to department leaders and administration, as necessary.
• Ensure compliance with regulatory agency requirements and system standards are met.
• De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment. Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions.
• Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration.
• Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum.
• Educates patients and families about reasonable service expectations and their rights and responsibilities.
• Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards.
• Consults and collaborates with Patient Safety, Risk Management, Legal Services, and necessary ad hoc departments to communicate and investigate patient or designated representative concerns regarding quality of care, compensation requests, and concerns whereby an experience may pose potential risks to the organization.
• Coordinates efforts to ensure compliance with regulatory standards related to patient complaints and grievances.
• Collects and analyzes patient relations data to identify and trend areas for opportunities in patient care services.
• Participates in relevant committees, workgroups and meetings to support system goals and Patient Experience Liaison standards.

Geisinger cares about not only its patients and members but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally. We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. To learn more: https://jobs.geisinger.org/diversity 

Benefits of working at Geisinger: 

• Full benefits (health, dental and vision) starting on day one 
• Three medical plan choices, including an expanded network for out-of-area employees and dependents  
• Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)  
• Company-paid life insurance, short-term disability, and long-term disability coverage