Patient Relations Specialist, Part Time

Patient Relations Specialist, Part Time at Tufts Medicine

This role focuses on developing and implementing programs to establish, maintain, and improve patient quality care standards. The role performs 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, applying process improvement methodologies to achieve PI/Quality objectives, and building process improvement capabilities.

An administrative support role operating in a "hands‑on" environment with moderate supervision. Requires basic knowledge of job procedures and tools obtained through work experience and may require vocational/technical education.

Under general supervision, manages, investigates, and responds to patient complaints and grievances for both hospital and clinic patients. Works across hospital units and campus, collaborating with managers and physicians to de‑escalate angry patients and families. Provides support and resource services to patients and families of diverse populations. Responsible for recording and reporting all interactions, maintaining appropriate documentation, while maximizing patient satisfaction.

Works closely with risk management on serious grievances involving litigation. Assures compliance with CMS regulations and Joint Commission Standards.

Part Time, 16 hours per week

• Associate’s degree in healthcare management.
• Two (2) years of related experience in the healthcare industry.

• Bachelor’s degree in healthcare management.
• Three (3) years of related experience in the healthcare industry.
• Board Certified Patient Advocate (BCPA).

• Processes and follows up with patient inquiries via email, phone, fax, mail, and internal resources.
• 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.
• Serves as the patient’s representative in communicating patient concerns regarding care or service to involved departments and services. Utilizes electronic feedback system to record activity.
• Investigates complaints through chart review, interviews with clinical leadership and staff, and topic research. Compiles findings.
• Communicates findings back to patient/family. Develops response letters to complaints and grievances as defined by DPH and CMS, respectively.
• Provides recommendations for the most efficient resolution of patient complaints.
• Maintains timely and accurate log of complaints and complete files including complaint, investigation, and follow‑up as required by the DPH and CMS.
• Helps prepare reports on Patient Relations activity for internal quality committees and regulatory reporting.
• Determines reimbursement for patient lost items and coordinates reimbursement for critical personal items such as glasses, dentures, hearing aids.
• Participates in and utilizes training programs that assist and promote effective patient service techniques.
• 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.
• May serve as an active member of the Ethics Committee.

• Normal office setting.
• Frequent contact with patients, medical staff, and department personnel.

• Working knowledge of CMS and JCAHO standards related to patient grievances.
• Analytical ability is required to investigate patient complaints/grievances and prepare reports.
• Must have excellent interpersonal skills to communicate with patients, families, medical staff to effectively deal with conflicting views or issues and mediate fair solutions.
• Excellent…