Posted:
11/17/2024, 4:00:00 PM
Location(s):
Montana, United States ⋅ Kalispell, Montana, United States
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Job Description Summary:
Are you passionate about enhancing the patient experience and driving meaningful change? At Logan Health Medical Center, we’re seeking a dynamic Patient Relations Liaison to be the bridge between our patients, visitors, and care teams.In this role, you’ll be instrumental in creating positive experiences by addressing patient and visitor feedback, facilitating resolutions, and championing customer service initiatives across Logan Health entities. Your ability to communicate with empathy, analyze trends, and collaborate with multidisciplinary teams will directly impact our commitment to person-centered care.
What You'll Do
Empower Patient Voices: Act as the go-to resource for receiving and addressing patient and visitor compliments and concerns, providing thoughtful resolutions that enhance satisfaction.
Drive Data-Driven Solutions: Document and analyze feedback to identify system-level improvements, sharing actionable insights through detailed monthly accountability reports to leadership.
Enhance Quality and Service: Collaborate with leadership to design and deliver customer service training programs, fostering a culture of continuous improvement.
Support Risk Mitigation: Liaise with risk and legal departments when necessary, ensuring timely and professional handling of unresolved issues or potential legal matters.
Inspire Organizational Change: Participate in committees and initiatives that promote person-centered care, continuously evolving our approach to patient relations.
What We’re Looking For
Bachelor’s degree in a related field or at least 5 years of direct healthcare experience (preferred).
Patient Experience Certification or willingness to obtain within 2 years of hire.
Exceptional interpersonal skills with the ability to manage sensitive situations with professionalism, diplomacy, and tact.
Strong organizational skills, critical thinking abilities, and a knack for juggling multiple priorities.
Proficiency in Microsoft Office Suite and an aptitude for learning new systems.
A team-oriented mindset and dedication to confidentiality.
Why Join Logan Health Medical Center?
Make a Difference: Your role will directly shape the experiences of patients and their families, leaving a lasting impact on our community.
Professional Growth: We support your development with certification opportunities and leadership exposure.
Collaborative Environment: Join a team that values empathy, innovation, and excellence in every interaction.
Ready to be a vital part of our mission to deliver exceptional care and service? Apply now and let’s build a brighter future together at Logan Health Medical Center.
Qualifications:
Minimum of one (1) of the following preferred:
Bachelor’s degree in a related field.
Minimum of five (5) years of direct healthcare experience.
Patient Experience Certification within 2 years of hire preferred.
Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
Commitment to working in a team environment and maintaining confidentiality as needed.
Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.
Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
Possess and maintain computer skills to include working knowledge of Microsoft Office Suite and ability to learn other software as needed.
Job Specific Duties:
Responds to suggestions and compliments submitted by patients and provides positive reinforcement to involved staff.
Documents patient/visitor concerns, including patient demographic data, a summary of the incident, action taken to resolve the issue, and outcome, ensuring accurate input into Feedback Monitor database.
Composes letters and/or emails to patients, visitors, Logan Health Medical Center physicians, and leadership according to the terms of the Logan Health Medical Center grievance policy.
Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators, and staff to resolve. Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes.
Assists leadership in the preparation and presentation of annual and quarterly executive reports for senior leadership.
Assists leadership in Customer Service Training for staff. Prevents complaints through counseling supervisors and managers when a problem develops; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints.
Alerts risk and legal departments, as applicable, by documenting unresolved complaints and potential legal actions.
Improves quality results by studying, evaluating, and re-designing patient complaint processes and implementing changes.
Participates in committees related to person centered care.
The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.
Maintains regular and consistent attendance as scheduled by department leadership.
Shift:
Day Shift - 8 Hours (United States of America)Schedule Details:
Please know schedules and shifts are subject to change based on patient care and department/organizational needs.
Schedule:
Logan Health operates 24 hours per day, seven days per week. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.
If you receive a job offer, please note all offers are contingent upon passing a pre-employment screening, which includes:
Criminal background check
Reference checks
Drug Screening
Health and Immunizations Screening
Physical Demand Review/Screening
Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status, race, color, gender, sexual orientation, religion, national origin, age, disability or any other basis protected by applicable law. If you require accommodation to complete the application, testing or interview process, please notify Human Resources.
Website: https://logan.org/
Headquarter Location: Kalispell, Montana, United States
Employee Count: 51-100
Year Founded: 1976
IPO Status: Private
Industries: Health Care