Patient Relations Specialist

Founded in 1887 Dignity Health - California Hospital Medical Center is a 318-bed acute care nonprofit hospital located in downtown Los Angeles. The hospital offers a full complement of services including a Level II trauma center the Los Angeles Center for Womens Health obstetrics and pediatric services and comprehensive cardiac and surgical services. The hospital shares a legacy of humankindness with Dignity Health one of the nations five largest health care systems. Visit https://www.dignityhealth.org/socal/locations/californiahospital for more information.

Ensures that the facility delivers on our promise for Human Kindness and improves Patient Experience. Collaborates with the system to ensure the facility meets or exceeds the patient experience goals as measured by voluntary surveys as well as the federal and state required patient experience surveys (HCAHPS). Provides facility executive team with understanding of the patient experience and their impact on results.

• Addresses patient concerns/complaints by interviewing patients or their representatives and the staff investigating analyzing and facilitating the resolution of customer complaints and concerns. Collaborates with patient care staff to identify and resolve issues early and to the extent possible at the point of care. Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention. Resolves issues before they become major sources of concern. Documents complaints suggestions and compliments in a timely manner.
• Responds to patient and family grievances by listening to patient and/or family determines the appropriate investigation and works toward a positive resolution. Acts as an intermediary between patients staff and family to provide clear communication between all parties regarding any outstanding issues. Submits the appropriate response letters to the patient in accordance with state and federal regulations and internal policy and procedures.
• Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
• Participates in the review analysis and evaluation of patient/family service and complaint management data (assigning tasks through electronic system monitoring completion within guidelines and appropriate intervention and resolution by managers(s) assigned); recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas. Generates reports for documented complaints and grievances.

Education and Experience:

• Bachelor's degree or five (5) years of related job or industry experience in lieu of degree.
• Minimum of three (3) years of risk management patient safety and/or other related professional experience.

Preferred:

• Bilingual - Spanish