PURPOSE AND SCOPE:

The Senior Patient Family Relations Specialist role, along with our Patient Family Relations Specialists, are responsible for all incoming requests for intervention (via calls, emails, correspondence, etc.) to serve as a liaison between patients, their representative, and care team members in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in an empathetic and caring manner. This position focuses on supporting patient’s rights, patient needs, and assisting in resolving feedback.

Care of the end stage renal patient is chronic and dynamic, the Patient Family Relations Specialist will support them through the continuum of care, assisting with complex situations to achieve effective resolutions.

The Senior Patient Family Specialist will manage cases that may be more complex in nature, requiring escalation or engagement with cross-functional stakeholders. It is expected that the Senior Patient Family Relations Specialist will have deep knowledge of service recovery and provide guidance and recommendations to Patient Family Relations Specialists.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Develops and maintains effective relationships through effective and timely communication.
• Communicates telephonically with patients and representatives, to address needs, concerns, or complaints escalated to Clinical Services understanding that patients may be in a heightened or vulnerable state.
• Conducts a timely investigation and response to patient concerns, complaints, grievances, including reviewing medical records and interviewing care team members and/or local leadership.
• Facilitates effective communication between patients, families/representatives, and care teams to ensure common goals are established and exceptional service is provided.
• Documents information in confidential database/platform.
• Subject matter expert (SME) for care team members supporting resolution of complaints at the facility level.
• Conduct formal correspondence, both verbal and written, with patient/representative and internal partners. May provide guidance corresponding with external agencies as needed.
• Foster a collaborative partnership with social work services to ensure consistent management of complaints and grievances (facility level through corporate level).
• Provide subject matter expert (SME) support on project efforts and initiatives.
• Assist with reporting needs, including evaluating reports for trends and aligning with learning activities or initiating process improvement.

• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must have open availability to support all hours of operations between Monday-Friday, 8:00 AM-6:00 PM EST.

SUPERVISION:

None

EDUCATION AND REQUIRED CREDENTIALS:

High school diploma required; associate degree desirable; and bachelor’s degree strongly preferred.

EXPERIENCE AND SKILLS:          

• 6+ years related experience in healthcare, hospitality, or customer service-related environment (with 2+ years as patient family relations specialist or similar role preferred).
• Previous experience in managing and resolving complaints and grievances in the healthcare environment preferred.
• Excellent interpersonal service skills with demonstrated qualities of compassion, respect, calm demeanor supporting diverse customers with varying needs.
• Computer Skills: proficient in Microsoft Word, Excel, and PowerPoint.
• Collaborates with clinical care team and operational leadership.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.