Patient Relations Specialist [United States]

 

Organization:

Patient & Guest Services

Job Summary:

JOB SUMMARY

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Serves as a neutral intermediary between patients, families, guests, staff, and faculty by encouraging open communication and promoting fairness to enhance the patient experience and strengthen the organizational commitment to service excellence.

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KEY RESPONSIBILITIES • Receives and documents complaints and compliments. • Engages relevant clinical or management staff to evaluate and respond. • Facilitates timely response in an appropriate manner. • Makes recommendations to improve processes or service opportunities. • Contributes to the organization by actively participating in process improvement initiatives and shared decision making. • The responsibilities listed are a general overview of the position and additional duties may be assigned. TECHNICAL CAPABILITIES • Customer Conflict Management (Novice): Shows flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate. • Documentation & Writing Skills (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate documentation and writing skills in practical applications of moderate difficulty. Generally works under the direction of others while accomplishing assignments. • Listening (Novice): Demonstrates the fundamental techniques of listening, including paying complete attention, avoiding interrupting speakers, seeking clarification when necessary, and acknowledging that the message has been received, if appropriate. Is sensitive to speakers and understands the need to interpret nonverbal signs, such as body language, and inflection. Makes an effort to fully clarify information. Avoids emotional responses and reactions.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.

Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

Core Accountabilities:

Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support to team members.

Core Capabilities :

Supporting Colleagues:- Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas.- Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.- Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services:- Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.- Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.- Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.- Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.- Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.- Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation:- Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.- Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.- Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level :

3 years

Education:

Bachelor's

For a copy of the physical requirements of this position to determine if you can perform the duties with or without an accommodation or to request an accommodation, please contact VUMC Employee Relations at 615-343-4759 or

employeerelations.vumc@vumc.org

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