Clinical Relations Partner

Intermountain Healthcare; Salt Lake City (UT); On-site; USD 79,000 - 124,000; Full time

Job summary

Intermountain Healthcare in Salt Lake City seeks a Clinical Relations professional to enhance patient experience by investigating complaints and coordinating with Clinical Relations Managers to drive quality improvements. The role emphasizes coaching frontline caregivers in service recovery and maintaining strong clinician–patient relationships across the enterprise.

The position requires a Bachelor’s in a healthcare field, with RN experience preferred, and involves on-site work at Intermountain

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

Responsibilities

• Investigate and manage patient complaints and grievances related to quality of care.
• Partner with Clinical Relations Managers to identify opportunities for quality improvement using the patient voice.
• Coach and shadow caregivers and leaders to improve service recovery and clinical relationships.
• Comply with policy and regulatory requirements in event management and support surveys on-site.
• Participate in Early Communication and Resolution Process for High Harm no Gap events.
• Collaborate with general liability and compliance to investigate privacy and discrimination concerns.

Skills

Communication

Relationship Management

Process Improvement

Complex Problem Solving

De-escalation

Consulting

Coaching

Computer Literacy

Education

Bachelor’s degree in a healthcare related field

Registered Nurse

Tools

Electronic Health Records (EHR)

Job description

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:Essential FunctionsComply 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.C ollaborate with General Liability in managing patient property loss or theft.Partner with Compliance in in vestigating 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.SkillsCommunication (verbal and written)Relationship ManagementProcess ImprovementComplex Problem SolvingDe-escalationConsultingCoachingComputer LiteracyQualificationsDemonstrated ability to identify gaps in processes and participate in process improvementDemonstrated ability to partner effectively with many stakeholdersExperience in conflict managementExperience in navigating all parts of a patient’s electronic health recordBachelor’s degree in a healthcare related fieldMinimum of 3 years Clinical ExperienceDemonstrated competence in professional letter writingPhysical RequirementsFrequent 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 Requirement sRegistered NurseLocation:Intermountain Health Primary Childrens HospitalWork City:Salt Lake CityWork State:UtahScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$37.87 - $59.63We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.At Intermountain Health, we use the artificial intelligence (\"AI\") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.All positions subject to close without notice.