Job details

Patient Relations Liaison - Patient Services, Full-time, Days

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

The Patient Relations Liaison reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Patient Relations Liaison performs as the patient advocate to ensure that patients and their families successfully communicate their needs to the Northwestern Memorial Hospital (NMH) and Northwestern Medicine Group (NMG). As the face of the organization, facilitates the process for the prompt investigation of patient grievances as mandated in law, regulation, and accreditation (The Joint Commission) standards. Represent Executive Administration when during critical events and event escalation. Serves as a conduit to Risk Management, Safety and Quality initiatives to ensure that patient feedback is utilized for improvements.

Responsibilities:

Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective.
Investigates and responds to de-escalate and manage grievances, potential claims and allegations against NMH and NMG staff.
Maintains thorough and timely documentation.
Communicates with patients verbally and in writing throughout investigation.
Collaborates with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
Remains calm and in control of their own emotions in response to unsolicited provocation.
Recommends necessary changes in policies, procedures, and services as identified through an investigative process.
Facilitates education and assistance to patients and staff regarding Patients’ Rights for legislative and regulatory compliance.
Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation, resolution and recovery process.

Qualifications

Required:

Bachelor of Science or Bachelor of Arts degree. In lieu of Bachelor’s Degree, must have 4 years of customer service or healthcare support experience.
Minimum 3 years’ experience in Patient-Relations with proven success in conflict resolution

Preferred:

Bachelors in nursing, Psychology, Health Care Administration or related fields
Working knowledge of cultural and organizational structures of Northwestern Medicine

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Patient Relations Liaison - Patient Services, Full-time, Days, Northwestern Memorial Healthcare

Are you passionate about healthcare and advocacy? Join Northwestern Medicine as a Patient Relations Liaison in our Patient Services department! Located in McHenry, IL, we aim to put patients first and ensure that every interaction is meaningful. In this full-time role, you will be the vital link between patients and our healthcare teams, ensuring that all voices are heard and concerns addressed. Your responsibilities will include investigating patient grievances and collaborating with departments to facilitate resolutions, all while maintaining clear and compassionate communication. You will work in a supportive environment dedicated to team growth, where your efforts directly contribute to improving services and patient experiences. With benefits such as tuition reimbursement and 401(k) matching, your professional and personal development is a priority for us. If you're ready to play a crucial role in enhancing our patient-centered care at Northwestern Medicine, we want to hear from you!

Frequently Asked Questions (FAQs) for Patient Relations Liaison - Patient Services, Full-time, Days Role at Northwestern Memorial Healthcare

What are the main responsibilities of a Patient Relations Liaison at Northwestern Medicine?

As a Patient Relations Liaison at Northwestern Medicine, you will be responsible for advocating for patients and their families, facilitating communication regarding their needs, and managing grievances efficiently. Your role will involve collecting feedback, investigating concerns, collaborating with various departments like Risk Management and Claims, and maintaining thorough documentation to ensure a high standard of care.