Risk Rn Lead - Hoag Clinic Clinical Services

Salary Range: $48.1700 - $74.0600 /hour

The Patient Relations Liaison Lead is responsible for supporting the organizational efforts to address patient and family grievances in compliance with regulatory requirements. This position works collaboratively with the health care team in analyzing and responding to clinical, operational, and other patient relations issues to prevent escalation, avoid an untoward outcome, and enhance the patient experience.

Analyzes and triages patient and family grievances/concerns. Maintains a data file to track the concerns and ensure timely follow up, documentation, and communication to the patient, family member, director, and/or others as identified. Ensures that grievances and concerns are given impartial consideration and an appropriate response occurs in keeping with regulatory and hospital guidelines. Participates in committees and special projects as required to support the grievance process and the organization in general. Supports a responsive relationship with patients of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity. Coordinates comprehensive multidisciplinary reviews following established complaint handling pathway. Reviews and analyzes data and identifies trends and opportunities for improvement. Prepares and presents grievance data to groups and committees as needed. Provides education to staff regarding regulatory requirements and how to respond to patient grievances and concerns.

In addition to the above, the Patient Relations Liaison III prepares and delivers presentations regarding patient relations and grievances for regulatory oversight committees. Responsible for DNV and regulatory compliance reporting and oversight relating to patient relations and grievances. Tracking and documentation and ensuring all patient relations staff are completing their investigations and documentation in a timely fashion. Provides training to quality department and the organization regarding patient relations and grievances. Identifies quality improvement projects related to patient relations and helping implement improvements. Leads multiple projects and manages flow of requests to allocate work among team member to meet patient needs. Leads Patient Relations team including providing input to performance evaluations, scheduling, and monitoring work flows. Assists with fiscal goals, budget, and productivity. Acts at the first point of contact for high level, complex issues on Patient Relations team.

Minimum of 5 years Clinical Experience

Proficiency in Microsoft Office suite, excellent written and verbal skills preferred

Ability to present information to groups, ability to retrieve and display data

Current licensure as a Registered Nurse in good standing in the State of California