Overview Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With more than 16,000 team members, 3,700 affiliated providers and over 1,100 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com. Responsibilities Job Summary The Patient Relations Specialist has the responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures. Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints. Receives complaints and concerns from staff, patients, families, and others. Leads the facility’s Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome. Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints. Investigates and works to support patient complaint resolutions in a timely manner. Documents complaints into the MIDAS system; educates staff on documentation requirements. Complaints and concerns are summarized and compiled for reports to management to influence improvement Responds to patient/guest regarding Lost and Found items; prepares report for executives on reimbursement. Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards. Inputs documentation into the MIDAS system following department standards. Investigates, resolves and documents patient grievances and systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management. Manages the timely written response to grievances. Educates patients about their grievance process rights. Educates employees about the grievance process. Provides grievance data to the organization’s continuous improvement efforts. Provides patient survey feedback and other patient experience feedback to management. Collaborates on best approach for resolving issues; identifies potential trends.Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during: HCAHPS and other surveys Letters/cards to the CEO Patient rounding Rounds regularly in the patient care and service areas to partner in improving patient complaints/grievances: Greets patients and families, and practices active listening to determine needs and concerns. Role models Go Beyond Service Behaviors. Attends nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances and improving patient experience. Initiates meetings with stakeholders when necessary. Supports the campus patient/family councils for experience improvement. Qualifications Education High School Diploma or GED Required Experience 2 years experience in a customer advocate/customer relations or related position Conflict resolution /de-escalation experience Required