Patient Relations Specialist

Inova Alexandria Hospital is looking for a dedicated Patient Relations Specialist to join our team. This role will be Full-Time, Monday-Friday, 9:00 a.m.

- 5:30 p.m.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

• Committed to Team Member Health
  : offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement
  :
  Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance
  : offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support
  : offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance
  : offering paid time off, paid parental leave

The Patient Relations Specialist is a critical role in ensuring positive interactions between Inova and our patients and families. This position is responsible for resolving patient concerns, complaints and grievances, providing excellent customer service by serving as a liaison between our teams and our patients and loved ones. Included in this advocate role is significant subject matter expertise to ensure our organization is compliant with Americans with Disabilities Act (ADA) and other governing bodies.

Patient Relations Representatives will have ongoing training and education to stay updated on changes in healthcare regulations and best practices. Their expertise in these areas can contribute to better patient experiences, compliance with regulations, and the overall quality of healthcare services provided by the organization.

• Patient Communication:
  • Act as the primary point of contact for patients and their families, addressing inquiries and concerns promptly and professionally.
  • Provide clear and empathetic verbal and written communication to patients, ensuring they understand their rights and responsibilities and all accommodations available in a timely manner.
  • Assists team members in communicating to patients and families policies/procedures within the Inova system.
  • Assist team members and providers in effectively communicating clinical knowledge and complexities of care into language appropriate for the receiver (patient and/or family).
• Complaint Mediation and Resolution:
  • Performs thorough investigations of complaints and grievances for leadership through detailed reviews of patient’s chart.
  • Works closely with healthcare team members to resolve issues while ensuring respectful and empathetic communication.
  • Facilitates meetings between patients, families, and healthcare providers, ensuring a respectful and constructive resolution.
  • Assists with patient lost belongings and resolutions.
  • Provides written feedback for grievances according to CMS guidelines.
• Patient Satisfaction:
  • Monitor feedback and relay stories and information to the appropriate leadership and patient experience team to enhance patient satisfaction and improve the overall patient experience.
  • Identifying common trends in patient/family feedback to specific areas for improvement and elevate to leadership as appropriate.
  • Provide insight to possible solutions to trends in patient and family issues.
  • Provide notary services for patients and families.
• Education and Support for Patients and Team Members:
  • Educate patients about available resources, services, and support programs.
  • Assist patients in navigating the healthcare system and obtaining necessary information.
  • Educate healthcare team members on Patients’ Rights and…