Job Description:

Job Description

Clinical Relations at Intermountain Health is actively involved in improving the experience and quality of care for patients across the enterprise. This includes investigating and managing patient complaints and grievances related to quality of care that have resulted in harm, have the potential to cause harm or lead to poor patient experience. This role uses the patient voice to partner with leaders to identify opportunities for quality improvement. This role is key in coaching and providing resources to frontline caregivers in service recovery and maintaining good clinical relationships between patients, families and care teams. In addition, this role supports the following:

Essential Functions

• Comply with policy and regulatory requirements in event management and provide on-site support for surveys as it pertains to complaints and grievances.

• Collect, Analyze and interpret enterprise C&G data for improvement opportunities and partner with local and or enterprise leaders to optimize processes to improve patient care and prevent harm.

• Participate in Early Communication and Resolution Process for High Harm "no Gap" events.

• Detect and manage risk exposure with enterprise legal partners and proactively mitigate claim potential.

• Participate in conflict resolution and liaison between multiple stakeholders; proactively identify potential risks to outcomes.

• Collaborate with General Liability in managing patient property loss or theft.

• Partner with Compliance in investigating and resolving Patient Privacy and Discrimination Concerns.

• Coach and shadow caregivers & leaders within hospitals and clinics, with expertise to lead through influence and coach/round for improvement.

Skills

• Communication (verbal and written)

• Relationship Management

• Process Improvement

• Complex Problem Solving

• De-escalation

• Consulting

• Coaching

• Presentation skills

• Data collection and interpretation

Minimum Qualifications

Bachelor's Degree in Nursing, Business, Healthcare Administration, or Public Health. Education must be obtained through an accredited institution and will be verified.

Three years of clinical or healthcare experience.

• and -

Customer/patient relations experience.

• and -

Strong written and verbal communication skills with an ability to teach and train peers and colleagues.

• and -

Experience and demonstrated competence in solving problems and liaising between multiple stakeholders.

• and -

Proficient in use of software such as Word and Excel in order to generate documents and data reports.

Preferred Qualifications

Current RN License in state of practice.

Five years clinical or healthcare experience

• and -

Three years customer/patient relations experience

• and -

Experience working in a complex health system (hospitals, ambulatory clinics, post-acute care, etc.)

• and -

Experience in formal business letter composition and report writing.

• and -

Experience with quality improvement and data analysis.

• and -

Clinical Risk Management experience with successful progression

Physical Requirements:

Interact with others requiring employee to verbally communicate as well as hear and understand spoken information.

• and -

Operate computers, telephones, office equipment, and manipulate paper requiring the ability to move fingers and hands.

• and -

See and read computer monitors and documents.

• and -

Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location:

Intermountain Medical Center

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$36.22 - $57.04

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.