Legal Patient Relations Representative

Position Summary

The primary purpose of the Patient Relations Representative is to assist administration and department managers in maintaining good customer relations with the patient population through appropriate, effective communication and problem solving. The Patient Relations Representative also assists in controlling the risk to the organization in an efficient, professional, and cost-effective manner, in accordance with established procedures.

The Legal Affairs department consists of Risk Managers, Patient Relations Representatives, Paralegals and Attorneys.

• Must be an RN with BSN and current licensure to practice as a registered nurse.
• Possess a minimum of 5 years of clinical experience
• Experience in conflict resolution

• Strong, positive interpersonal communication skills with patients, families, physicians, employees and management and problem-solving skills
• Ability to understand and utilize the mainframe systems and computer programs.
• Ability to handle frequent questions, problems and concerns in a courteous and professional manner.
• Ability to maintain confidentiality, integrity, and objectivity in dealing with employees, visitors and staff.
• Ability to gather and analyze information.

• Provide a point of contact to patients/families for expression of compliments and concerns/grievances and refer concerns/grievances to the appropriate managers and vice presidents for resolution. Concerns/grievances and compliments are entered and tracked in the patient relations database.
• Work closely with managers and vice presidents to provide prompt resolution of patient/family concerns/grievances. Assist with decision to provide administrative courtesy adjustments and/or reimbursement for patient's lost/broken personal items.
• Identify patient/family concerns with a quality-of-care issue and/or potential liability. Provide for appropriate referrals to the Quality Department or other department/committee as appropriate. Investigate potential liability issues and document findings.
• Assist with administrative/clerical duties as needed to promote teamwork and productivity of the department.
• Analyze Patient Relations data to determine trends and offer possible remedies.
• Assist the Legal department in designing and implementing programs, policies and procedures.
• Investigate and manage simple general liability claims against the organization. All such claims are entered into and tracked in the claims management database.
• Screen subpoenas and assist staff in preparing for testimony by coordinating meetings.
• Participate in various hospital committees as assigned.
• Provide orientation and continuing education to organization's staff regarding customer service and other Risk/Legal topics as needed.
• Maintain a professional relationship with patients, families, physicians, employees, and attorneys.
• Maintain confidentiality of information obtained in the course of performing duties.
• Interact with Risk/Legal department staff for problem resolution and program development.
• Provide continuing education for staff, management and physicians.
• The above statements reflect the general categories under which the role of the Risk Associate functions and should not be considered as a detailed description of the specific work requirements that are inherent in the position.

• Working hours are 8:00am - 4:30pm, Monday through Friday. No weekends or holidays. Other hours and shifts as required.
• Lunch periods and breaks are flexible with daily workflow.
• Subject to frequent interruptions and frequent change in priority of duties throughout the day.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. The organization is an EEO/AA Employer M/F/Disability/Vet.

The organization will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on the organization or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation.

Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.