Patient Relations Specialist

Cook Children's Health Care System; Fort Worth (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Cook Children’s Health Care System is seeking a Patient Relations Specialist to ensure compliance with patient rights, complaints, and grievances per external auditing standards. The role coordinates materials and internal practices to stay compliant with TDH, CMS and TJC requirements.

They will partner with the Conflict Resolution Program and work with regulatory agencies as needed to address concerns, maintaining state and federal policy alignment and ensuring timely resolution of issues.

Qualifications

• Minimum bachelor’s degree; master’s preferred in Science, Human Relations, Business, Healthcare Administration or Communications or related field.
• Minimum 3–5 years healthcare experience; preferably in patient relations, HR, compliance, customer service or related field.

Responsibilities

• Ensure compliance with regulatory requirements involving patient rights, complaints and grievances (joint commission, CMS, TDH, state/federal law).
• Coordinate patient materials to reflect changes in TDH, CMS and TJC mandates.
• Maintain focus on department’s regulatory responsibilities throughout Patient Relations workflow.
• Serve as a key partner for the corporate Conflict Resolution Program, reviewing and evaluating conflicts within the organization.
• Collaborate with regulatory agencies as required to address concerns and ensure compliance.

Skills

Communication skills

Mediation

Coaching

Mentoring

Bilingual

Problem solving

Teamwork

Education

Bachelor's degree

Masters preferred

Tools

Excel

Word

Job description

Location:

Medical Center - Fort Worth

Department:

Patient Relations/Services

Shift:

First Shift (United States of America)

Standard Weekly Hours:

40

Summary:

SCHEDULE: Monday-Friday, 8:00a-4:30p

The Patient Relations Specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the department's regulatory responsibilities in each phase of the Patient Relations workflow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Education & Experience

• Minimum bachelor's degree, masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
• Minimum 3-5 years healthcare experience required; preferably in patient relations, human resources, compliance, customer service or related field.

Licensure, Registration, and/or Certification

• Not required

Knowledge/Skills

• Exceptional written and verbal communication skills required.
• Excellent communication, critical thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams.
• Ability to prioritize and address a variety of patient/family issues with firm timeframes. Be able to demonstrate organizational, problem-solving and negotiation skills.
• Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner.
• Bilingual language abilities and skills preferred.
• Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.
• Ability to relate to diverse age and demographic backgrounds.
• Sound understanding of concepts of family-centered care.
• Mediation Skills
• Coaching and Mentoring Skills
• Proficient in use of PC with experience in Excel and Word Proficient in collecting, documenting and resolving patient/families' issues in the appropriate timeframe.
• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

About Us:

Cook Children's is an equal opportunity employer. As such, Cook Children's offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.

Cook Children's is a Texas-only employer. If you are hired, you will need to maintain your primary residence within the state of Texas, along with all licenses and credentials required for your position throughout your employment.