Location:

Department:

Shift:

Standard Weekly Hours:

Summary:

The Patient Relations Specialist is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, and grievances, established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. The Patient Relations Specialist is responsible for maintaining appropriate focus on the department's regulatory responsibilities in each phase of the Patient Relations workflow. Coordinates patient materials to ensure compliance with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC.. Coordinates internal practices to ensure the System remains in compliance with both auditing agency requirements and state and federal laws that pertain to patient rights and responsibilities. A key partner for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Assures compliance with State and Federal regulatory requirements and policies that govern operations involving the complaint and grievance process.

Education & Experience:

• Minimum Bachelor's degree, masters preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.

• Minimum of three (3 to 5) years healthcare experience, preferably in an acute care setting and in lieu of extensive customer service/patient relations experience.

Knowledge/Skills:

• Exceptional written and verbal communication skills required.

• Excellent communication, critical thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams.

• Ability to prioritize and address a variety of patient/family issues with firm timeframes. Be able to demonstrate organizational, problem-solving and negotiation skills.

• Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner.

• Bilingual language abilities and skills preferred.

• Stamina and energy to maintain direct patient and family contact on a regular basis, and to coordinate multiple demands made on time.

• Ability to relate to diverse age and demographic backgrounds.

• Sound understanding of concepts of family-centered care.

• Mediation Skills

• Coaching and Mentoring Skills

• Proficient in use of PC with experience in Excel and Word Proficient in collecting, documenting and resolving patient/families' issues in the appropriate timeframe.

• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.

About Us:

Cook Children's Medical Center is the cornerstone of Cook Children's, and offers advanced technologies, research and treatments, surgery, rehabilitation and ancillary services all designed to meet children's needs.

Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.