Job Description

The Patient Relations Liaison reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Patient Relations Liaison performs as the patient advocate to ensure that patients and their families successfully communicate their needs to the Northwestern Memorial Hospital (NMH) and Northwestern Medicine Group (NMG). As the face of the organization, facilitates the process for the prompt investigation of patient grievances as mandated in law, regulation, and accreditation (The Joint Commission) standards. Represent Executive Administration when during critical events and event escalation. Serves as a conduit to Risk Management, Safety and Quality initiatives to ensure that patient feedback is utilized for improvements.

_ Responsibilities:_

• Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective.
• Investigates and responds to de-escalate and manage grievances, potential claims and allegations against NMH and NMG staff.
• Maintains thorough and timely documentation.
• Communicates with patients verbally and in writing throughout investigation.
• Collaborates with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
• Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
• Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
• Remains calm and in control of their own emotions in response to unsolicited provocation.
• Recommends necessary changes in policies, procedures, and services as identified through an investigative process.
• Facilitates education and assistance to patients and staff regarding Patients’ Rights for legislative and regulatory compliance.
• Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation, resolution and recovery process.

Qualifications

** Required :**

• Bachelor of Science or Bachelor of Arts degree. In lieu of Bachelor’s Degree, must have 4 years of customer service or healthcare support experience.
• Minimum 3 years’ experience in Patient-Relations with proven success in conflict resolution

** Preferred :** __

• Bachelors in nursing, Psychology, Health Care Administration or related fields
• Working knowledge of cultural and organizational structures of Northwestern Medicine

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.