Patient Experience Liaison - Risk & Resolution

BJC HealthCare; St. Louis (MO); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) with company match

Tuition Assistance

Job summary

BJC HealthCare in St. Louis, MO seeks a Patient Experience Specialist in the Risk Management Department to act as a liaison to patients, families, physicians and leaders. The goal is to investigate and resolve formal complaints ensuring patient rights are protected under regulations.

Responsibilities include developing and coordinating the program, conducting objective investigations, and reporting findings. Strong focus on data analysis of patient complaints and continuous care improvements.

Qualifications

• Bachelor's Degree in Business/Nursing/related.
• 5-10 years of experience.
• Preferred: 10+ years experience.
• Cert/Lic in Area of Expertise

Responsibilities

• Responsible for developing, implementing and coordinating the program. Acts as the central recipient for formal patient complaints and manages the resolution process to ensure objective standards are upheld. Meets independently with patients and family members to conduct formal complaint interviews, assist with health care navigation questions, and provide investigatory follow-up to patients/families.
• Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.
• Works with leaders to ensure a thorough review process so findings are complete and according to regulatory standard; including careful research of the medical record, allegation documents, interview summaries, etc. Reports findings to organizational leaders.
• Manages the patient complaint database and analyzes and reports statistical trends.
• Develops complex care plans for patients and/or family members in complex medical/behavioral situations. Recommends process improvement strategies based on complex case trending.
• Partners with Risk Management to investigate complaints; and serves as back-up resource support. Regularly reports issues to Risk Management to assess potential liability associated with complaints.
• Develops, implements and sustains special projects and programs to enhance service culture. Participates in strategy development, implementation and sustainment. Participates in collaboration with other BJC Patient Experience-related departments to develop consistent policies, practices and programs across the enterprise. Supports the manager in special program development and implementation to staff, physicians and community groups.

Education

Bachelor's Degree

Cert/Lic in Area of Expertise

Job description

BJC HealthCare in St. Louis, MO seeks a Patient Experience Specialist in the Risk Management Department to act as a liaison to patients, families, physicians and leaders. The goal is to investigate and resolve formal complaints ensuring patient rights are protected under regulations.

Responsibilities include developing and coordinating the program, conducting objective investigations, and reporting findings. Strong focus on data analysis of patient complaints and continuous care improvements.