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Patient Relations Specialist

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Baylor Scott & White Health

Aug 9

Applications are closed

  • Job
    Full-time
    Junior Level
  • Temple

Requirements

  • - Minimum of Associates Degree preferred; however, will consider equivalent work experience to or greater than degree requirement or equivalent certification.
  • - EDUCATION - Associate's or 2 years of work experience above the minimum qualification
  • - EXPERIENCE - 1 Year of Experience

Responsibilities

  • Provides support to Patient Relations and administrative Legal Department and Risk Management.
  • PATIENT RELATIONS: PROVIDES SUPPORT FOR PATIENT RELATIONS.
  • Serves as a centralized point-of-contact for receiving incoming phone calls, visits and correspondence concerning complaints.
  • Upon notification of a complaint, accurately enters information in the database in a timely manner to ensure data is complete and current when accessed. Updates information in database throughout the patient complaint resolution process.
  • Visits with patients/or family members regarding concerns. Documents complaints by listening to patient /family member’s complaints, documenting details and calculating what resolution is sought. Notifies staff immediately for resolution of the concern. If the concern cannot be resolved immediately, begin the process of a formal complaint and review.
  • Uses effective methods and approaches to serve as a liaison between the patients, their families, departments, leadership and physicians for thorough and timely resolution of issues, concerns, and complaints.
  • Coordinates the review of patient concerns and provides general consultation/support to coordinate optimal outcomes for applicant patient complaints. Maintains contact with complainant throughout the process to facilitate timely and effective grievance resolution and service recovery.
  • Prepares confidential correspondence and documents ensuring grammatical accuracy, professionalism and compliance terms with the grievance policy.
  • Maintains patient and family confidence by keeping complaint information confidential.
  • Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration and the provision of care, treatment and services.
  • Rounds on the patient floors to visit with staff and patients to address any concerns.
  • Works with staff to identify any process improvement opportunities, reports that information to the Legal/Risk Management Department, and is instrumental in facilitating process improvement initiatives.
  • PROVIDES ADMINISTRATIVE LIAISON SUPPORT FOR LEGAL AND RISK MANAGEMENT DEPARTMENTS.
  • Triage questions from staff and forwards to the appropriate staff in the Legal/Risk Management Department.
  • Accurately and rapidly edits and types a variety of confidential correspondence and documents; effectively composes other routine correspondence, forms and charts.
  • In the absence of management, exercises initiative and judgment in responding to client problems or complaints promptly, courteously and appropriately, or, if unable or unqualified to assist, promptly refers to the appropriate party or department and follows-up to ensure problem resolution.
  • MAINTAINS CONFIDENTIALITY AT ALL TIMES AND ONLY SHARES INFORMATION ON A NEED TO KNOW BASIS.
  • Maintains information to properly manage risk within the Baylor Scott & White organization in a confidential secure manner.
  • Accurately maintains the Legal/Risk Management database to include Patient Relations, and Risk Management in a timely manner to ensure data is complete and current when accessed.
  • Coordinates with the Legal/Risk Management Department on termination files to ensure accuracy and efficient retrieval.
  • Coordinates with the Legal/Risk Management Department on consent questions to ensure accuracy and consistency throughout the institution.
  • POTENTIALLY COMPENSABLE EVENTS (PCE’s): COLLECTS, SECURES, ENSURES SPECIAL HANDLING OF ACCOUNTS, AND REPORTS DATA RELATED TO INCIDENTS TO ENSURE THE AVAILABILITY OF ACCURATE DATA FOR POTENTIAL LITIGATION.
  • Gathers data related to incidents and forwards the information to the PCE Manager for handling.
  • Ensures that medical records, patient billing records, incident reports, medical examiner's reports (if available), as well as any other data pertinent to a particular PCE is accurate and secure.
  • Ensures special handling and coding of accounts as applicable in an expeditious manner.
  • LITIGATION: COLLECTS, SECURE.

FAQs

What is the primary role of a Patient Relations Specialist?

The primary role of a Patient Relations Specialist is to provide support to the Patient Relations, Legal, and Risk Management Departments, serving as a centralized point-of-contact for patient complaints and concerns, facilitating resolution processes, and maintaining confidentiality.

What qualifications are required for this position?

The position requires at least an Associate's degree or equivalent work experience to meet the qualification requirements, as well as a minimum of 1 year of relevant experience.

What are the essential functions of a Patient Relations Specialist?

Essential functions include receiving and documenting complaints, serving as a liaison between patients and staff, preparing correspondence, maintaining confidentiality, coordinating with the Legal/Risk Management departments, and managing potentially compensable events.

How does a Patient Relations Specialist handle patient complaints?

The specialist listens to patient or family member complaints, documents the details, assesses the desired resolution, notifies relevant staff for immediate issues, and initiates a formal complaint process if necessary.

What type of support does this role provide to the Legal and Risk Management areas?

The role provides administrative liaison support by triaging questions from staff, editing and composing various confidential documents and correspondence, and following up on client issues or complaints.

Is confidentiality important in this role?

Yes, maintaining confidentiality is crucial, and the specialist is expected to share information only on a need-to-know basis and manage sensitive information securely.

What benefits are offered for this position?

Benefits include immediate eligibility for health and welfare benefits, a 401(k) savings plan with a dollar-for-dollar match up to 5%, tuition reimbursement, and PTO accrual beginning on Day 1.

Does the role involve direct interaction with patients?

Yes, the Patient Relations Specialist visits with patients and family members to understand and address their concerns effectively.

How does a Patient Relations Specialist contribute to process improvement?

The specialist is responsible for identifying process improvement opportunities based on patient complaints and reporting that information to the Legal/Risk Management Department to facilitate enhancements.

Is prior experience in a healthcare setting necessary for this role?

While not explicitly stated, relevant experience in a healthcare setting is beneficial, as the role involves interaction with patients, staff, and regulatory compliance.

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Baylor Scott & White Health

Changing Healthcare for the Better.

Science & Healthcare
Industry
10,001+
Employees
1903
Founded Year

Mission & Purpose

As the largest not-for-profit health system in the state of Texas, Baylor Scott & White promotes the health and well-being of every individual, family and community it serves. It is committed to making quality care more accessible, convenient and affordable through its integrated delivery network, which includes the Baylor Scott & White Health Plan, Baylor Scott & White Research Institute, the Baylor Scott & White Quality Alliance and its leading digital health platform – MyBSWHealth. Through 51 hospitals and more than 1,100 access points, including flagship academic medical centers in Dallas, Fort Worth and Temple, the system offers the full continuum of care, from primary to award-winning specialty care. Founded as a Christian ministry of healing more than a century ago, Baylor Scott & White today serves more than three million Texans. For more information, visit: BSWHealth.com.

Culture & Values

  • We serve faithfully

  • We never settle

  • We are in it together

  • We make an impact

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