Job Summary

Plays a key role in improving patient satisfaction and enhancing service delivery by using nursing education and critical thinking skills to investigate and resolve patient care and service issues in compliance with regulatory and organizational standards. Serves as a liaison between patients or designated representatives and healthcare employees, ensuring patient concerns are addressed in a safe, timely and professional manner.

Job Duties

• Provide primary review of patient relations events and grievances.

• Partners to drive change by creating and fostering a positive, proactive culture and environment.

• Use nursing education and critical thinking skills to promote problem-solving.

• Educate staff and departments on service recovery initiatives and processes.

• Communicate and report service improvement opportunities to department leaders and administration, as necessary.

• Ensure compliance with regulatory agency requirements and system standards are met.

• De-escalates situations involving angry or frustrated patients or designated representative, ensuring concerns are addressed while maintaining a calm and safe environment. Promotes safe work environment by communicating clear expectations regarding conduct and importance of mutual respect in interactions.

• Investigates, documents and resolves patient complaints and grievances per regulatory agency requirements and system standards through active listening of the patient experience, verifying facts, and collaborating with department leaders and administration.

• Serves as a liaison between patients or designated representative, and employees to share necessary information and coordinate to achieve a reasonable resolution, which may occur in a meeting forum.

• Educates patients and families about reasonable service expectations and their rights and responsibilities.

• Prepares and provides written and verbal responses to address patient service concerns in accordance with the organization’s service standards.

• Consults and collaborates with Patient Safety, Risk Management, Legal Services, and necessary ad hoc departments to communicate and investigate patient or designated representative concerns regarding quality of care, compensation requests, and concerns whereby an experience may pose potential risks to the organization.

• Coordinates efforts to ensure compliance with regulatory standards related to patient complaints and grievances.

• Collects and analyzes patient relations data to identify and trend areas for opportunities in patient care services.

• Participates in relevant committees, workgroups and meetings to support system goals and Patient Experience Liaison standards.

Work is typically performed in both a clinical and office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.

Position Details

Education

Bachelor's Degree-Nursing (Required)

Experience

Minimum of 3 years-Nursing (Required)

Certification(s) and License(s)

Licensed Registered Nurse (Pennsylvania) - RN_State of Pennsylvania

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.