Patient Relations Specialist- Boston (onsite) - 1-2 days

Job Profile Summary 

​This role focuses on developing and implementing programs to establish, maintain, and improve patient quality care standards.  In addition, this role focuses on performing the following Performance Improvement/Quality duties: Identifies and executes performance improvement and quality opportunities across the enterprise, enabling successful transformations and driving cost savings, process and product quality, and achievement of business goals. Responsibilities also include partnering with business leaders to provide expert insight on existing processes and procedures, applies process improvement methodologies to achieve PI/Quality objectives, and builds process improvement capabilities.  An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment.  The majority of time is spent in the delivery of support services or activities, typically under supervision.  An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education.  Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation. 

Job Overview 

Under general supervision, manages, investigates, and responds to patient complaints and grievances for both hospital and clinic patients.  Highly visible on all hospital units and throughout the campus and works with various managers and physicians to de- escalate angry patients and families.  Provides support and resource services to patients and families.  Provides support and resources services to patients and families of diverse populations.  Responsible for recording and reporting all interactions and maintaining appropriate documentation while maximizing patient satisfaction.  Works closely with risk management department on sever grievances involving litigation.  Assures the organization remains compliant with the CMS regulations and Joint Commission Standards relating to the disposition of patient grievances. 

Hours

1 day a week, potentially 2 days, during normal business hours (8:00am-4:30pm Monday-Friday)

Job Description 

Minimum Qualifications: 

1. Associate’s degree in healthcare management.

2. Two (2) years of related experience in the healthcare industry.

Preferred Qualifications: 

1. Bachelor’s degree in healthcare management.

2. Three (3) years of related experience in the healthcare industry.

3. Board Certified Patient Advocate (BCPA).

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Processes and follows up with patient inquiries via, email, phone, fax, mail and from internal resources. 

2. Acts as liaison and support for patients and/or families with questions, s