Patient Relations and Risk Specialist RN

Current SIH employees need to apply for positions through our internal job portal. Log in to Workday to apply through the Jobs Hub. Position Summary Responsible for managing patient relations grievances and/or complaints. Assist in identification, evaluation, and treatment of risk events within the hospital to reduce the frequency and severity of controllable unusual events, which may result in injury to patients or financial loss to the institution within the framework of the goals, objectives, and mission of SIH. Education Associates Degree in Nursing required Bachelor’s degree in Nursing preferred Licenses and Certification Current Illinois RN Licensure Experience and Skills Technical Experience: 5 years clinical experience May supervise staff intermittently in absence of Manager Ability to manage highly complex and uniquely challenging situations, requiring extensive consideration of variables that impact multiple areas outside of the job area. Ability to work independently with little supervision and provide general guidance, mentorship, or indirect supervision to colleagues. Ability to de-escalate highly emotional and intense situations with patients/families, providers, and colleagues Role Specific Responsibilities Patient Relations (35%) Directly responsible for specific patient complaints/grievances in the form of face-to-face patient and family contact, letters, phone calls, emails, patient satisfaction surveys, and potentially other forms of communication (e.g. provider or employee communication); Directly responsible for Investigating concerns through collaboration with administration/Providers/Managers/Supervisors for timely responses to patients/families. Facilitates grievance meetings and acts as patient liaison. Directs patient inquiries and complaints to appropriate medical staff members and follows up to ensure satisfactory resultions. Explains policies, procedures, and services to patients using medical or administrative knowledge. Directly responsible for resolving the patient/family concern(s) in a formal written follow-up process within CMS guidelines. Assists with managing billing concerns related to patient/family complaint/grievance at the guidance of the facility Risk Manager. Directly responsible for collaborating with all levels of the organization to investigate patient lost belongings. Initiates the re-imbursement process for replacement when warranted. Facilitates service recovery as specific occasions arise. Reads literature, talks with colleagues, continues education, and participates in professional organizations or conferences to keep abreast of developments in the field. Identifies and shares research, recommendations, or other information pertinent to patient/family satisfaction. Risk (65%) Directly responsible for reviewing/monitoring risk events in the monitors RDE (Remote Data Entry) reporting system. Directly responsible for investigating risk concern through chart reviews and collaboration with the Medical Staff members and staff. Directly responsible for managing communication with patients/families to ensure transparency, timeliness, and resolution. Identifies potential risks by analyzing data, observing processes, and talking to providers and staff. Ensures and/or facilitates adequate communication concerning key risks. Collaborates with Quality Peer Review Coordinator when cases are identified as potential peer issues. Responsible for timely referrals to Infection Prevention, Quality, Nursing, Ancillary Departments, Administration, and other departments as appropriate. Reviews patient charges for any pertinent adjustments and monitors for the completion of adjustments. Supervises office staff when manager is unavailable or otherwise engaged. Directly responsible for new provider orientation. Performs general employee and Nursing orientation. Assists with external requests for explants. Reads literature, talks with colleagues, continues education, and participates in professional organizations or conferences to keep abreast of developments in the field. Identifies and shares research, recommendations, or other information pertinent to legal liabilities, risk management or quality of care. Compensation (Commensurate with experience): $68,827.20 - $106,683.20 To access our Benefits Guide/Plan Information, please click the link below: http://www.sih.net/careers/benefits Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. At Southern Illinois Healthcare, we realize that in order to provide our surrounding communities with excellent care, we must begin by providing our employees with that same care and appreciation. We offer rich opportunities to develop and grow professionally, an environment of excellence in patient care, and the awareness that everything we accomplish is a direct outgrowth of the superb efforts and dedication of our employees. Working to put the right people, exhibiting the right attitude and behaviors, in the right roles is not just a goal, but a priority of Southern Illinois Healthcare. For the health of you and our patients, SIH and SIH Medical Group campuses are tobacco free. For questions or more information about our openings, please email SIH Careers. SIH is an Equal Opportunity Employer including individuals with disabilities and protected veterans. We are excited you are here and are proud to offer experiential learning opportunities for students at every stage of career development. As a student at SIH, you will see first-hand how the work we are doing supports OUR MISSION: to improve the health and well-being of all the people in the communities we serve. Your future is bright, and we are honored that you chose SIH to be part of your career journey. Click here to learn more. The SIH Scholarship Program brings together college scholarship money with hands-on work opportunities. Qualified applicants are eligible for money to cover tuition, lab fees, books, and educational supplies. Please click here to learn more about SIH Scholarship Programs. Begin a rewarding career in healthcare as a Phlebotomy Technician! The SIH Phlebotomy Program allows you to begin working in as few as nine weeks! Click here for more information.