What are the responsibilities and job description for the Family Liaison position at Children's Minnesota?
About Children’s Minnesota
Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.
Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.
Department Overview
Proudly serving as Minnesota's children's hospital since 1924, Children's Hospitals and Clinics of Minnesota, is the eighth-largest pediatric health care organization in the U.S. Each year, Children's provides care through nearly 13,000 inpatient visits and more than 200,000 emergency room and other outpatient visits. An independent, not-for-profit health care provider, Children's has 319 staffed hospital beds and services available in all major pediatric specialties: emergency care; newborn and pediatric intensive care; outpatient and inpatient surgery; diagnostic services, including radiology and laboratory; and special programs in the areas of respiratory, cardiology, cancer, premature birth, adolescent development, child abuse, and epilepsy. In addition to our Minneapolis and St. Paul Campuses, Children's also includes Children's West, a pediatric care center in Minnetonka offering same-day surgery as well as diagnostic, rehabilitative, and developmental outpatient services; Children's - Roseville, an outpatient pediatric rehabilitation center; and Children's Clinics - Woodwinds, pediatric specialty clinics at the Woodwinds Health Campus in Woodbury.
Position Summary
The Family Relations Liaison performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances. Must demonstrate appropriate sensitivity and judgment in complex situations and collaborate effectively with Leadership, CMO, CNO, division chiefs, medical staff, patient care and department directors, managers, and staff. This position has system wide responsibility to manage Children's response to multidisciplinary and quality of care complaints concerning all clinical, medical, and operational areas, and to maintain policies and processes related to patient /family rights, and responsibilities. Serves as Children's primary resource for staff education related to complaint and grievance processing that ensures the most positive outcomes possible which maximizes patient satisfaction, minimizes liability risks, and complies with internal and external regulations.
As part of risk administration, the family relations program manages potential high-risk situations for resolution outside of liability claims, works to build and maintain strong positive relationships with families, staff, and physicians, promotes integrated services and helps to create positive experiences for families. Works to promote a culture of accountability with clear structures and protocols for processing and responding to all types of complaints and grievances. This person serves as a liaison to facilitate optimal communication between families, staff, physicians, directors, managers, other departments, and insurance companies. The position is also responsible for documenting patient/family complaint data, generating reports regarding complaints, tracking data to generate process improvement strategies. In addition, the position supports and coordinates projects in the risk administration department, as requested.
Please click here to view the Physical Demands
The posted salary represents a market competitive range based on salary survey benchmark data for similar roles in the local or national market. Annual salaries displayed are based on full-time employment (40 standard hrs per week). Annual salaries for part-time positions will be prorated based on the employee’s scheduled weekly hours in relation to the full-time standard. When determining individual pay rates, we carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, internal equity and organizational needs.
In addition to your salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions that require night, weekend or on-call work may be eligible for shift differentials or premium pay.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.
Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.
Department Overview
Proudly serving as Minnesota's children's hospital since 1924, Children's Hospitals and Clinics of Minnesota, is the eighth-largest pediatric health care organization in the U.S. Each year, Children's provides care through nearly 13,000 inpatient visits and more than 200,000 emergency room and other outpatient visits. An independent, not-for-profit health care provider, Children's has 319 staffed hospital beds and services available in all major pediatric specialties: emergency care; newborn and pediatric intensive care; outpatient and inpatient surgery; diagnostic services, including radiology and laboratory; and special programs in the areas of respiratory, cardiology, cancer, premature birth, adolescent development, child abuse, and epilepsy. In addition to our Minneapolis and St. Paul Campuses, Children's also includes Children's West, a pediatric care center in Minnetonka offering same-day surgery as well as diagnostic, rehabilitative, and developmental outpatient services; Children's - Roseville, an outpatient pediatric rehabilitation center; and Children's Clinics - Woodwinds, pediatric specialty clinics at the Woodwinds Health Campus in Woodbury.
Position Summary
The Family Relations Liaison performs detailed analytical and technical work related to the timely and thorough review and resolution of complex complaints and grievances. Must demonstrate appropriate sensitivity and judgment in complex situations and collaborate effectively with Leadership, CMO, CNO, division chiefs, medical staff, patient care and department directors, managers, and staff. This position has system wide responsibility to manage Children's response to multidisciplinary and quality of care complaints concerning all clinical, medical, and operational areas, and to maintain policies and processes related to patient /family rights, and responsibilities. Serves as Children's primary resource for staff education related to complaint and grievance processing that ensures the most positive outcomes possible which maximizes patient satisfaction, minimizes liability risks, and complies with internal and external regulations.
As part of risk administration, the family relations program manages potential high-risk situations for resolution outside of liability claims, works to build and maintain strong positive relationships with families, staff, and physicians, promotes integrated services and helps to create positive experiences for families. Works to promote a culture of accountability with clear structures and protocols for processing and responding to all types of complaints and grievances. This person serves as a liaison to facilitate optimal communication between families, staff, physicians, directors, managers, other departments, and insurance companies. The position is also responsible for documenting patient/family complaint data, generating reports regarding complaints, tracking data to generate process improvement strategies. In addition, the position supports and coordinates projects in the risk administration department, as requested.
- Bachelor's degree in a related field or 7 years equivalent experience in patient relations with proven success in conflict resolution, required
- Five (5) years experience working with patients and families in a hospital or health care setting
- Knowledge of Joint Commission and CMS regulations is essential
- Demonstrated public relations/customer service skills, including facilitating meetings and presenting
- Excellent problem-solving aptitude and skills
- Ability to prioritize a demanding work load
- Ability to collaborate with stake holders at all levels of the organization
- Ability to work in a team environment
- Excellent computer skills
- Self directed
Please click here to view the Physical Demands
The posted salary represents a market competitive range based on salary survey benchmark data for similar roles in the local or national market. Annual salaries displayed are based on full-time employment (40 standard hrs per week). Annual salaries for part-time positions will be prorated based on the employee’s scheduled weekly hours in relation to the full-time standard. When determining individual pay rates, we carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, internal equity and organizational needs.
In addition to your salary, this position may be eligible for medical, dental, vision, retirement, and other fringe benefits. Positions that require night, weekend or on-call work may be eligible for shift differentials or premium pay.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
Salary : $68,500 - $99,100