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Position Summary

• Responsible for managing patient relations grievances and/or complaints. Assist

in identification, evaluation, and treatment of risk events within the hospital to

reduce the frequency and severity of controllable unusual events, which may

result in injury to patients or financial loss to the institution within the framework

of the goals, objectives, and mission of SIH.

Principal Accountabilities

• Standards of Performance: Respect, Integrity, Compassion, Collaboration,

Stewardship, Accountability, Quality

Education

• Associates Degree in Nursing required

• Bachelor’s degree in Nursing preferred

Licenses and Certification

• Current Illinois RN Licensure

Experience and Skills

• Clinical Experience: 5 years

• May supervise staff intermittently in absence of Manager

• Ability to manage highly complex and uniquely challenging situations, requiring

extensive consideration of variables that impact multiple areas outside of the job

area.

• Ability to work independently with little supervision and provide general guidance,

mentorship, or indirect supervision to colleagues.

• Ability to de-escalate highly emotional and intense situations with patients/families,

providers, and colleagues.

Physical Activities

• Intermittent hand manipulation required

• Intermittent lifting and carrying of 20 lbs

Role Specific Responsibilities

Patient Relations (35%)

o Directly responsible for specific patient complaints/grievances in the

form of face-to-face patient and family contact, letters, phone calls,

emails, patient satisfaction surveys, and potentially other forms of

communication (e.g. provider or employee communication);

o Directly responsible for Investigating concerns through collaboration with

Administration/Providers/Managers/Supervisors for timely responses to

patients/families.

o Facilitates grievance meetings and acts as patient liaison.

o Directs patient inquiries and complaints to appropriate medical staff

members and follows up to ensure satisfactory resultions.

o Explains policies, procedures, and services to patients using medical or

administrative knowledge.

o Directly responsible for resolving the patient/family concern(s) in a formal

written follow-up process within CMS guidelines.

o Assists with managing billing concerns related to patient/family

complaint/grievance at the guidance of the facility Risk Manager.

o Directly responsible for collaborating with all levels of the organization

to investigate patient lost belongings.

o Initiates the re-imbursement process for replacement when warranted.

o Facilitates service recovery as specific occasions arise.

o Reads literature, talks with colleagues, continues education, and

participates in professional organizations or conferences to keep abreast

of developments in the field. Identifies and shares research, recommendations, or other information pertinent to patient/family satisfaction.

Risk (65%)

o Directly responsible for reviewing/monitoring risk events in the monitors RDE (Remote Data Entry) reporting system.

o Directly responsible for investigating risk concern through chart reviews and collaboration with the Medical Staff members and staff.

o Directly responsible for managing communication with patients/families to ensure transparency, timeliness, and resolution.

o Identifies potential risks by analyzing data, observing processes, and talking to providers and staff.

o Ensures and/or facilitates adequate communication concerning key

risks.

o Collaborates with Quality Peer Review Coordinator when cases are identified as potential peer issues.

o Responsible for timely referrals to Infection Prevention, Quality, Nursing, Ancillary Departments, Administration, and other departments as appropriate.

o Reviews patient charges for any pertinent adjustments and monitors for the completion of adjustments.

o Supervises office staff when manager is unavailable or otherwise engaged.

o Directly responsible for new provider orientation.

o Performs general employee and Nursing orientation.

o Assists with external requests for explants.

o Reads literature, talks with colleagues, continues education, and participates in professional organizations or conferences to keep abreast of developments in the field. Identifies and shares research, recommendations, or other information pertinent to legal liabilities, risk management or quality of care.

Compensation (Commensurate with experience):

To access our Benefits Guide/Plan Information, please click the link below: