Clinical Relations Partner

11000 Central Office; Salt Lake City (UT); On-site; USD 52,000 - 83,000; Full time

Job summary

Intermountain Health is seeking a Clinical Relations professional to enhance patient experience and quality of care. You will investigate complaints, partner with Clinical Relations Managers, and coach frontline staff for service recovery within hospitals and clinics.

The role emphasizes reducing harm, maintaining clinical relationships, and supporting governance with stakeholders across the enterprise.

Qualifications

• Bachelor’s degree in a healthcare related field.
• Minimum of 3 years clinical experience.
• Demonstrated competence in professional letter writing.
• Ability to identify gaps and participate in process improvement.

Responsibilities

• Investigate and manage patient complaints and grievances related to quality of care.
• Coach frontline caregivers and lead service recovery efforts.
• Partner with stakeholders to identify opportunities for quality improvement.
• Support on-site surveys and compliance with event management policies.

Skills

Communication

Relationship Management

Process Improvement

Complex Problem Solving

De-escalation

Consulting

Coaching

Computer Literacy

Education

Bachelor’s degree in a healthcare related field

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 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

• Registered Nurse

Location: Intermountain Health Primary Children's Hospital

Work City: Salt Lake City

Work State: Utah

Scheduled Weekly Hours: 40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $37.87 - $59.63

We 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.

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a non-profit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up‑front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor. All positions subject to close without notice. Thanks for your interest in continuing your career with our team!