HCA, Hospital Corporation of America Registered Nurse (RN), Senior Patient Relations Liaison in Austin, Texas
St. David’s South Austin Medical Centeris part ofSt. David’s HealthCare, one of the largest health systems in Texas, which was recognized with aMalcolm Baldrige National Quality Awardin 2014. St. David's South Austin Medical Center is an acute care facility with 316 beds, offering a range of complex specialties and sub-specialties, including a nationally accredited oncology program with the area’s only adult bone marrow transplant program; a trauma program that includes all of the capabilities and programmatic elements of a Level II trauma center to treat the most severely injured and critical patients; a comprehensive cardiac program; full-service maternity and newborn care with Level I and II nurseries; and two full-service emergency centers in the communities of Bee Cave and Bastrop.
POSITIONSUMMARY The Senior Patient Liaison serves as an advocate for patients and/or family members with complaints/grievance concerns regarding medical care and services provided. The Senior Patient Liaison documents concerns, tracks/trends and investigates all aspects of patient encounters including but not limited to medical care in order to facilitate the resolution of concerns and maximize patient and family satisfaction. The Senior Patient Liaison organizes and chairs the patient compliant and grievance committee.
/ Investigates, evaluates and conducts follow-up of patient concerns to determine appropriate resolution. /
Promotes compliance of Complaint/Grievance process to obtain resolution and maximize patient and customer satisfaction.
Responds to all specific requests for personal contact either in writing, by telephone, or in person as soon as possible, but no longer than 24 hours after notification.
Provides follow-up to determine satisfactory response / actions taken to resolve concerns. Collaborate with directors and administration as needed facilitate resolution.
Obtains relevant information pertaining to patient concerns from written documentation or personal interviews with client, client’s family members, and/or staff members.
If the complaint will not be resolved within seven days, notify complainant in writing that investigation is ongoing the facility will follow-up with a written response as stated in the policy – Complaints and Grievances (Patient, Family, Visitor.
Maintains log of all client contacts, reason for contact and resolution.
Provides interpretation of hospital policies for patients and family members.
Provides information or resources regarding current hospital services as soon as possible.
Maintains and evaluates our service recovery program.
Maintains all information in a confidential manner.
Brings to attention and makes recommendations for resolution to administrative staff regarding ongoing /repeat concerns and problems from patients, family members and staff.
/ Plans, organizes, directs, and evaluates all Patient Relations activities. /
Trains staff in responding to patient and family concerns.
Discusses situations; advises on appropriate responses and follow-up to patient and family concerns.
Reviews patient concern reports written by staff.
Distributes patient concern reports to appropriate personnel.
Maintains patient concern files in a locked area.
Educates medical center personnel and medical staff about functions of the Patient Representative on an on-going basis.
EDUCATION: Bachelor’s degree required in healthcare related field (Nursing, Social Services, Case Management, Counseling, Health Administration, Patient Advocacy, or related field.
EXPERIENCE: Clinical experience required. 3 years within hospital health care organization.
CERTIFICATE/LICENSE: Registered Nurse license by the Texas Board of Nurse Examiners. Healthcare professional license/certification preferred
REPORTS TO: Director of Risk Management
Job: *Admitting Registration Clerical & Scheduling
Title: Registered Nurse (RN), Senior Patient Relations Liaison
Location: Texas-Austin-South Austin Medical Center
Requisition ID: 00196-58723