Patient Partnership Specialist

Job Code: PR5242

 

ABOUT US

We are welcoming a new era in healthcare where achieving good health is just the beginning. At UVA Health Northern VA & Culpeper, we believe in caring for the whole person by getting to know – and making connections with – our patients. By combining the talent and expertise of our people, the breadth of capabilities across our system, and our commitment to helping our communities get better and stay healthy, we are improving the patient experience.

As a UVA Health Northern VA & Culpeper team member, you will have a voice in patient care decisions, support the most advanced medical technologies and feel a strong sense of satisfaction from making a difference in people’s lives every day.

 

JOB TYPE

Classification: Nonexempt

Supervises Positions: No

 

JOB SUMMARY

The Patient Relations Specialist is primarily responsible for coordinating and managing the complaint/grievance process including formal written correspondence with patients and their loved ones, acting as a liaison between the patient and hospital, honoring patient’s rights, and ensuring patients are receiving remarkable care and service. Patient Relations Specialists partner with service line and medical group leaders to review and analyze grievance-related trends and develop an action plan to address. Responds to complaints and grievances on behalf of hospital administration. Works with unit, department, and medical group leaders to perform service recovery using the service recovery model.

Communication: Communicates effectively with people of diverse backgrounds and all levels of authority. 

Provides communication and updates to patients and guests and ensures their needs are being met, when applicable.   Responds quickly and properly to irregular and emergency situations. 

Quality: Reviews processes, identifying and recommending opportunities for improvement. 

Monitors the quality of core Public Safety processes.  Holds subordinates accountable for customer service standards and initiates remediation when needed.   Maintains confidentiality in all matters related to patient care and visitor issues.  

Patient Service: Actively participates in identifying areas of opportunity to improve the experience for patients and guests. 

Provides cultural information to facilitate support for a treatment plan.   Ensures that information pertaining to the patient's outpatient services, hospitalization, (i.e., advance directives, consents from treatment, diagnosis and prognosis, treatment plan, follow-up appointments and Health Care Education) are accurately communicated. 

The incumbent may be asked to perform additional duties as assigned.

 

QUALIFICATIONS

Education: Bachelor’s preferred, Associates required plus minimum of 3 years of customer service-related experience required, preferably in healthcare 

Experience: Minimum of 3 years of customer service-related experience, preferably in healthcare required. Refer to the Life Support Training Policy for additional details.

Licensure: Notary Public preferred.

Additional Skills/Requirements Required: Patient Relations Specialist are required to use their independent judgement and decision-making skills to manage the grievance process. Excellent written, verbal, communication, and interpersonal skills. Exhibits analytical and critical thinking skills. Ability to function effectively in an environment with multiple fluctuating priorities. Must be detail oriented and possess a high level of organizational skills including time management. Proficient with computer skills, including Microsoft Word and Excel. Requirements include strong letter writing, proofreading, and editing skills. Ability to exercise considerable judgement and discretion in establishing and maintaining good working relationships. Must be able to travel between all UVA Health Northern VA & Culpeper acute care facilities.

Additional Skills/Requirements Preferred: Ability to speak Spanish and successfully complete the bilingual competency program.

 

PHYSICAL DEMANDS

Physical Demand Code: 6A, Customer Service

Work Function/Activity: Sedentary to Light Physical Demand

The job requires frequent sitting and standing, occasional walking, and bending/stooping. Frequent repetitive arm, hand, and finger movements. Proficient communicative, auditory, and visual skills. Attention to detail and ability to write legibly. Ability to lift/push/pull up to 20 lbs. occasionally. This job description may not include all assigned duties, responsibilities, or aspects of the job described. It may be amended at any time at the sole discretion of UVA Health Northern VA & Culpeper.

 

OTHER

May require the use of safety equipment, such as HEPA mask, for infection prevention: Yes On call responsibilities as directed: No Ability to travel between campus buildings, remote facilities, and out of town as needed: Yes
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.