Patient Liaison

GENERAL SUMMARY:

Serves as a central intermediary resource and coordinator for customer feedback from patients and families regarding service and or quality of care provided at Bryan Medical Center (BMC). Works directly with various members of the healthcare team, hospital departments, and administration in providing support, guidance, and direction for proactive and reactive problem solving and ensuring resolution of patient experience concerns. 

Facilitates the Bryan Medical Center Grievance Committee and attends or leads other committees to communicate patient experience concerns and facilitate process improvement activities that align with the organization’s Strategic and Quality and Patient Safety Plan.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. *Takes appropriate action to resolve patient complaints in compliance with U.S. Centers for Medicare and Medicaid Services (CMS) grievance requirements as set forth in Hospital Conditions of Participation.
3. *Responsible for leading the BMC Grievance Committee; setting agenda, communicating key findings, and documenting actions taken by committee.
4. *Promotes knowledge of process improvement principles, tools and methods to facilitate change management activities.
5. *Reports on BMC organizational feedback data to leadership and staff.
6. *Assesses patient or family questions and concerns to clarify and develop plans to address concerns.
7. *Determines the complaint or grievance status of the patient feedback; coordinates timely review, response and resolution of patient concerns.
8. Uses findings from analysis of trends in feedback to mentor individuals and departments in developing appropriate service action plans.
9. Facilitates understanding of Bryan’s policies, procedures, and services to patients/families as well as visitors.
10. Works with all involved parties to establish an avenue for negotiation to occur and to diminish emotion and hostility between parties.
11. *Coordinates and oversees the investigation and resolution of patient/family issues concerning the services of care.
12. *Exercises discretion and critical thinking in the investigation of complaints and the determination of outcomes ensuring organization and regulatory requirements are satisfied.
13. *Gathers information to develop a complete perspective of an identified issue; has the authority to conduct cross-departmental investigations and formulate recommendations with regard to patient issues.
14. Collaborates and shares appropriate information with other department and hospital representatives as needed
15. Provides training and education to staff on conflict and grievance resolution.
16. *Strives to meet the legitimate interest of the patient, considering the organization’s interests to improve the relationship between the hospital and the patient/community.
17. *Ensures appropriate reporting, documentation and follow up in the feedback system.
18. *Prepares and presents reports for communication to Quality and Safety Committee of the Board of Trustees, Senior Management, Patient Care Coordinating Council, and other identified groups as requested.
19. Participates in risk assessments, gap analysis, root cause analysis and process improvement activities including the development of an improvement plan, as needed.
20. Attends hospital committee meetings as required.
21. Advances work knowledge by participating in continuing education in-services, reading periodicals/literature and seeking ongoing development opportunities.
22. Maintains information in accordance with BMC procedures related to confidentiality and retention of records.
23. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
24. Participates in meetings, committees and department projects as assigned.
25. Performs other related projects and duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of disease processes and associated medical management to include basic anatomy and physiology.
2. Knowledge of human development, human relations and various communication styles.
3. Knowledge of medical and pharmacological terminology.
4. Knowledge of medical billing processes.
5. Knowledge of process improvement principles and methods, change theory, high reliability and systems thinking.
6. Knowledge of hospital systems including the design and function of medical records and care processes.
7. Knowledge of computer hardware equipment and software applications relevant to work functions.
8. Skill in conflict negotiation and resolution.
9. Skill in developing investigation plans.
10. Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
11. Ability to communicate effectively both verbally and in writing.
12. Ability to collaborate with and coach staff/leaders in patient complaint and conflict resolution.
13. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.
14. Ability to problem solve and engage independent critical thinking skills.
15. Ability to maintain confidentiality relevant to sensitive information.
16. Ability to prioritize work demands and work with minimal supervision.
17. Ability to understand and interpret regulations related to hospital conditions of participation.
18. Ability to analyze problems, identify needs and priorities and implement effective work strategies.
19. Ability to facilitate multi-disciplinary teams.
20. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Graduation from a School of Nursing with current Registered Nurse licensure from the State of Nebraska or approved compact state of residence as defined by the Nebraska Nurse Practice Act. Bachelor’s degree required. Minimum of five (5) years progressive clinical nursing experience required. Prior quality, safety, risk management, and/or leadership experience preferred.  Experience working with conflict resolution and service excellence preferred.