The Patient & Family Relations Specialist (PFRS) is the liaison between patients and families. This position will lead the effort in responding to the needs of the patients/families/visitors and provide support to staff. The PFRS will develop and distribute reports based on findings of their investigations and ensure that all feedback is logged appropriately into (MIDAS), complaint database.

This role will enhance the timeliness of responding to complaints and quality of care issues. Additionally, the PFRS will help in improving communication and addressing or referring care concerns to the appropriate leaders, procedures and results, moreover, assist with elopements, allegations of abuse by a staff member and rudeness of staff.

1. Serves as a liaison between patients and the institution as a whole and between the institution and the community it serves. Serves as neutral facilitator in gathering the patient’s perspective along with the health care provider and/or employee perspective and coordinate a resolution.
2. Assists in the development of customer service culture through continuous activities, recognition, behavioral focus, and education.
3. Per Manager request, as appropriate, assists with any language services questions or needs
4. Upon manager request, serves as a member of the Grievance Review Committee
5. Enters complaints and grievances into computer tracking system and handles each in the timeframe of the protocol as indicated.
6. Daily serves as designated liaison between patients and the hospital, through which patients may voice their concerns in person or on the phone.
7. On a daily basis identify and assess problems that may arise; investigates and directs inquiries and complaints to appropriate hospital staff members.
8. Daily enters concerns of patients into the Midas electronic program.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

High School diploma or GED required.  BS degree preferred.

Two to five years’ experience in health-related professions, business, public relations or communication fields required.

MIDAS proficiency required.

Strong interpersonal and high level of effective communication, verbal, written and phone skills required.

Must have the ability to make quality, independent decisions and demonstrate a high degree of critical. thinking ability

Strong problem-solving, counseling, complaint management mediation, conflict negotiation, and crisis intervention and other conflict resolution skills a must.

Must be able to keep information confidential.

Must be able to read, write legibly, speak, and comprehend English. 

WORKING CONDITIONS

WORK CONTEXT

• Must be able to listen objectively and record information while listening and focusing to patients concern(s).
• Required ability to communicate orally.
• Must be able to walk and stand for extended periods of time.
• Must be able to enter documentation electronically into the event reporting system.
• Must have normal or corrected vision to read patient information on chart and billing accounts.
• Color vision is desired but not required.
• Physical presence onsite is essential.
• Hearing and vision must be normal or corrected to within normal range.
• Able to perform the duties with or without reasonable accommodation.

PHYSICAL FACTORS

• Ability:
  1. Must be able to greet persons and determine nature and purpose of visit.
  2. Must be able to hear and resolve complaints and grievances from customers or the public.
• Requirements:
  1. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  2. Must be able to perform the duties with or without reasonable accommodation.
  3. Hearing and vision must be normal or corrected to within normal range.
  4. Physical presence onsite is essential.

OTHER JOB FACTORS

Frequent contact with others that deal with internal and external customers, face to face discussions, telephone and written communications. Possible dealings with angry unpleasant people and conflict situations/resolutions.