Patient Relations Specialist

Cook Children's Medical Center; Fort Worth (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

Cook Children’s Medical Center is seeking a Patient Relations Specialist to ensure compliance with patient rights, complaints and grievances across regulatory bodies (TJC, CMS, TDH). You will coordinate internal practices to maintain state and federal regulatory compliance and work with the corporate Conflict Resolution Program as an objective reviewer of concerns.

The role requires strong written and verbal communication, teamwork across departments, and the ability to manage multiple

Qualifications

• Minimum bachelor's degree; master's preferred in Science, Human Relations, Business, Healthcare Administration or Communications.
• Minimum 3–5 years healthcare experience; preferably in patient relations, compliance or related field.
• Not required: licensure or certification.

Responsibilities

• Ensure compliance with regulatory requirements for patient rights, complaints and grievances (TJC, CMS, TDH, state and federal law).
• Coordinate workflows to reflect changes in applicable laws and mandates.
• Act as a liaison with internal teams and external audit bodies to address concerns appropriately.

Skills

Written communication

Verbal communication

Interpersonal skills

Time management

Negotiation skills

Bilingual preferred

Education

Bachelor's degree

Master's degree 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.