Mercy San Juan Medical Center, a Dignity Health member, is a nationally recognized not-for-profit hospital located in Carmichael, California, serving the areas of north Sacramento County and south Placer County. The 370-bed facility is one of the region's largest and most comprehensive medical centers, caring for more than 150,000 people each year and contains the only Comprehensive Stroke Center in the greater Sacramento region.
The Patient Relations Specialist acts as a liaison for patients when service concerns arise during their course of care. The Specialist listens to patient issues and works to minimize dissatisfaction or the disruption of care by assisting in conflict resolution, interpreting hospital policies, and responding to concerns and complaints. They work to resolve issues before problems escalate to grievances through appropriate investigation and follow up. The Patient Relations Specialist is responsible for collaborating with departments throughout the continuum to identify and act on improvement opportunities, managing the facility-wide patient grievance process, compiling statistics, and analyzing trends related to patient satisfaction and complaints. They may also assist with patient experience orientation and training.
Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns
Responds to patient and family grievances by listening to patient and/or family, determines the appropriate investigation and works toward a positive resolution.
Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned)
Bachelor's degree or five (5) years of related job or industry experience in lieu of degree.
Minimum of three (3) years of risk management, patient safety and/or other related professional experience.