Patient Relations Specialist, Part Time

This role focuses on developing and implementing programs to establish, maintain, and improve patient quality care standards.  In addition, this role focuses on performing the following Performance Improvement/Quality duties:
Identifies and executes performance improvement and quality opportunities across the enterprise, enabling successful transformations and driving cost savings, process and product quality, and achievement of business goals. Responsibilities also include partnering with business leaders to provide expert insight on existing processes and procedures, applies process improvement methodologies to achieve PI/Quality objectives, and builds process improvement capabilities.  An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment.  

The majority of time is spent in the delivery of support services or activities, typically under supervision.  An experienced level role that requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education.  Works under moderate supervision, problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures, and communicates information that requires some explanation or interpretation.
** Job Description
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* Minimum Qualifications:

** 2. Two (2) years of related experience in the healthcare industry.
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* Preferred Qualifications:

** 2. Three (3) years of related experience in the healthcare industry.
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* Duties and Responsibilities:

** The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned.
2. Acts as liaison and support for patients and/or families with questions, seeking help or having difficulty navigating the healthcare system through in-person visits, telephone, email, or patient surveys.  
8. Helps prepare reports on Patient Relations activity for internal quality committees and regulatory reporting.
11. May provide assistance to patients and appropriate hospital staff seeking information concerning billing and collection problems. Researches accounts to assess and resolve problems and ensures that issues are addressed in a professional, efficient and courteous manner.
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* Physical Requirements:

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* ** Skills & Abilities:
** 1. Working knowledge of CMS and JCAHO standards related to patient grievances
2. Analytical ability is required to investigate patient complaints/grievances and prepare reports.
3. Must have excellent interpersonal skills to communicate with patients, families, medical staff to effectively deal with conflicting views or issues and mediate fair solutions.
4. Excellent well developed writing skills required.

Tufts Medicine is a leading integrated health system bringing together the best of academic and community health care to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, Melrose Wakefield Healthcare, an expansive home care network and a large clinically integrated physician network, Tufts Medicine has more than 15,000 dedicated employees and caregivers.

The health system came together in 2014 to leverage the experience of its member organizations and integrate their missions to together transform the ways that consumers engage with and experience their care.
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