Rush University Medical Center  Patient Relations Consultant II - Complaint Management in Chicago, Illinois

Job Title: Patient Relations Consultant II - Complaint Management

Department: Patient Relations

Shift: 1st

Full/Part: Active Regular FT (72 to 80 hours per pay period)

Specialty: Patient Relations

Job Number: 2018-3719

Job Description:

Do you have exemplary service recovery skills and experience in a medical environment interacting with patients?

We are seeking a Patient Relations Consultant to join our Patient Relations Department here at Rush University Medical Center.

This is a Full Time position

80 hours every two weeks, benefit-eligible

Position Highlights:

The Patient Relations Consultant II is responsible for interacting with diverse populations experiencing the stress of illness by acting as a liaison and providers in the resolution of complex complaints and grievances. This role demonstrates strong problem solving and de-escalation skills to assist the organization improve the care and service provided. This role escalates complex issues through the appropriate channels for review. This role supports employee engagement activities by sharing positive patient feedback through story telling. This position strives to build strong customer relationships with patients in the development of responses to positive and negative feedback. This position will function as a subject matter expert for the Complaint/ Grievance Resolution and Service Recovery process. Exemplifies the Rush mission, vision, and values, and acts in accordance with Rush policies and procedures.

Position Responsibilities:

  • Conducts investigations working toward resolution and documents the processes and outcomes.

  • Investigates and resolves patient complaints, grievances and patient rights issues.

  • Composes follow up letters to patients and families in response to grievances.

  • Employs service recovery techniques and maintains impartiality in complaint resolution.

  • Employs organizational chain of command for investigation, review and resolution of patient complaints.

  • Interacts directly with the patients/ families, medical staff and all other professional and support personnel/departments in clinical inpatient, outpatient and private practice areas.

  • Maintains regulatory standards for complaint and grievance resolution.

  • Supports employee engagement by developing and sharing patient stories

  • Is adept at problem solving and de-escalation of conflict in the hospital setting.

  • Supports Data collection and analysis.

  • Participates in the development of initiatives to improve patient / provider engagement.

  • Provides training to other departments in service recovery and de-escalation techniques.

  • Prepares complaint/grievance reports to identify trends and opportunities for improvement.

  • Assists in developing patient experience quality and safety improvement efforts.

  • Implements best practices for complaint management.

  • Serves as a member of the hospital committees.

  • Identifies quality and safety trends that impacts patient trust in care.

  • Seeks to build patient partnership with providers to improve care.

  • Identifies and escalates opportunities to support strategic goals

Position Qualifications Include:

  • Bachelor’s degree and three years’ experience customer service/service recovery experience required.

  • Masters with five years’ experience in customer service/service recovery preferred.

  • Excellent understanding of complex hospital systems and processes.

  • Ability to remain unbiased during complaint resolution.

  • Demonstrated ability in problem solving de-escalation and reconciliation techniques.

  • A high level of complaint management skills necessary.

  • Excellent oral and written communication skills.

  • Excellent interpersonal and communication skills as demonstrated by the ability to work effectively with individuals and/or teams and across disciplines.

  • Ability to multi-task and arrange priorities.

  • Ability to perform tasks independently and prioritize workload

  • Demonstrates well-organized, focused, and detail-oriented qualities

  • Recognizes and communicates competing priorities and resource constraints.

  • Proficient in the use of MS-Office- including Excel, Word, PowerPoint

  • Work requires the ability to move throughout the Medical Center

  • Experience using statistical software preferred.

Company Highlights:

  • Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.

  • Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center,Rush University,Rush Oak Park Hospital andRush Health.

  • Rush University Medical Center is a four time Magnet facility located in Chicago,

  • Leading academic medical center, acute care hospital w/ 676 licensed beds.

  • RUMC offers a competitive salary, outstandingbenefits&the professional advantages of an environment that supports your development & recognizes your achievements.

  • Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

  • As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.