RN Quality Patient Relations
Full Time 1st Shift | Benefits
Job ID: 160309QPR10232021
Day Kimball Healthcare Hiring RN Quality Patient Relations!
Job Title: RN Quality Patient Relations
Position Type: Staff
Shift & Hours: 1st Shift | 40 hours | 7:30am-4pm
Under the direction of the Director of Quality Improvement/Risk Management, the Patient Relations Nurse is dedicated to improving patient and family experience through the investigation of patient/family complaints, concerns and other feedback received. Serves as the initial contact for patients, families, visitors and staff for incoming complaints and feedback, and manages in compliance with CMS and Joint Commission regulatory standards. Supports the activities of the Healthcare's Quality/Risk Management Program including patient case review, data collection for new quality initiatives, meaningful use and variance reporting. Assists in gathering Healthcare performance improvement data. Assists in ensuring the validity, integrity and reliability of the Healthcare's performance measures data. Responsible for patient relations processes and related policies.
Field all initial contacts from patients, families, staff and others requiring follow up.
Investigates patient complaints and concerns to include, but not limited to, medical care, potential liability, quality of care, hospital policy and procedure and conflict resolution concerning the inpatient, outpatient and off-site clinical areas.
Conducts case investigation through interviews with patient and families, medical record review, policy and procedure review, interviews with hospital staff and physicians, consultation with Risk Management, administration and other involved departments as directed by the Director of Quality.
Provide appropriate and timely follow up to complaints and concerns in accordance with CMS regulatory standards.
Serve as patient relations liaison for utilizing service recovery as an initial step. Manage the formal grievance/complaint process in accordance with CMS guidelines.
Participate in regularly scheduled rounding of designated clinical units to assess patient satisfaction and resolve complaints and potential complaints at the time of the complaint.
Track and trend data and provide detailed Patient Experience reports (Complaints/KUDOS) to Management as required.
Prioritize assisting internal and external customers above all duties.
Attend customer service/patient experience related meetings as assigned.
Assists the department in conducting other data collection, analysis and report preparation as requested.
Assist to ensure healthcare performance core measure data validity, integrity, and reliability.
Other duties and projects as assigned.
Minimum of 5 years of Healthcare experience required.
Hospital/Healthcare experience at RN level and with at least one year of experience with quality improvement processes preferred. Experience in patient relations preferred.
Currently registered in the State of Connecticut as a professional nurse required.
Basic & Supplemental Life Insurance
Short & Long Term Disability
HSA or FSA accounts
Accident & Critical Illness Coverage
401K Plan with match
Day Kimball Healthcare is a non-profit, integrated medical services provider comprised of Day Kimball Hospital, healthcare centers in Danielson, Dayville, Plainfield and Putnam, Day Kimball HomeCare, Hospice & Palliative Care of Northeastern CT, Day Kimball HomeMakers, and Day Kimball Medical Group. Its service area includes Northeast Connecticut as well as nearby Massachusetts and Rhode Island communities. Day Kimball Healthcare's comprehensive network offers more than 1,400 employees including nearly 300 associated, highly-skilled physicians, surgeons and specialists. Its website is daykimball.org.
Day Kimball Healthcare is an Affirmative Action / equal opportunity employer committed to providing equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.
Day Kimball is a smoke free environment.
Day Kimball Hospital