Remote Patient Experience Advocate & ADA Liaison

Inova Health System; Fairfax (VA); Remote; USD 52,000 - 70,000; Full time

Job summary

Inova Health System is seeking a Patient Relations Specialist to ensure positive interactions with patients and families. The role focuses on resolving concerns, ensuring ADA compliance, and upholding CMS guidelines, with ongoing training to stay current with healthcare regulations and best practices.

The specialist will act as a liaison among clinical teams and patients, document grievances, and support not only communication but also access to resources and information across departments to

Qualifications

• Two years of relevant experience required.
• Bachelor's Degree required.
• Certified Notary within 3 months of hire.

Responsibilities

• Act as the primary point of contact for patients and families, addressing inquiries and concerns promptly and professionally.
• Provide clear and empathetic verbal and written communication to patients, ensuring they understand their rights and responsibilities and all accommodations available.
• Assist team members and providers in communicating clinical knowledge and complexities of care into language appropriate for the receiver.
• Performs thorough investigations of complaints and grievances for leadership through detailed reviews of patient’s chart.
• Facilitates meetings between patients, families, and healthcare providers, ensuring a respectful and constructive resolution.
• Monitor feedback and relay stories to leadership to enhance patient satisfaction and experience.
• Educate patients about available resources, services, and support programs.
• Assist patients in navigating the healthcare system and obtaining necessary information.
• Educate healthcare team members on Patients’ Rights and ADA regulations and accessibility best practices.
• Collaborate with departments to address patient needs and grievances in a timely manner.

Skills

Patient communication

Complaint mediation

Patient satisfaction

Education and support

Policy development

Data management

Collaboration

Advocacy

Education

Bachelor's Degree

Job description

Inova Health System is seeking a Patient Relations Specialist to ensure positive interactions with patients and families. The role focuses on resolving concerns, ensuring ADA compliance, and upholding CMS guidelines, with ongoing training to stay current with healthcare regulations and best practices.

The specialist will act as a liaison among clinical teams and patients, document grievances, and support not only communication but also access to resources and information across departments to