The position organizes the qualitative data from all reporting sources and actively supports the Patient Relations Department with Quality Improvement and Service Excellence goals throughout the organization. Administratively responsible for maintaining the database to comply with Center for Medicare and Medicaid Services (CMS) and Joint Commission standards for Patient Rights, and to comply with CMS standards for responses to complains and grievances. Will coordinate the collection and analysis of pertinent Patient Relations data and department performance improvement indicators as well as determine possible trends and evaluate data for areas of improvement to enhance patient satisfaction. Identify opportunities to increase the efficiency of the documentation process. Compose letters and emails to patients/families according to the terms of the Hospital Grievance Policy, assuring grammatical accuracy. Prepares and delivers reports for the Patient Relations, Medical Staffing, Risk Management, and Compliance Departments. Will assist with the service recovery program, Advance Directives program, and record retention requirements. Assist with crisis intervention and disruptive patients, families, and visitors when necessary. Will help to prepare meetings and written behavioral contracts for disruptive families/visitors. Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe. Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agencies guidelines. Must be able to express ideas effectively in both speech and writing, be a skilled listener and able to represent the perspectives of others.Intermediate to advanced skills in Excel, Word (Microsoft Office Suite) and database management packages. Exceptional written and verbal communication skills required.Excellent communication, critical thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams (patient reps, medical staff, billing, CPS, etc.) Ability to prioritize and address a variety of patient/family issues with firm timeframes. Be able to demonstrate organizational, problem-solving and negotiation skills.
Bachelor's degree preferred or equivalent experience of (1-3) years in Healthcare, Public Relations, Project Management, Human Relations, Business, Healthcare Administration and/or Communications or related field with public contact with recognized success or confirmed skillfulness.
Must be proficient with word processing and database management software.
Assist with Service Recovery Program.
Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner and direction.
Stamina and energy to maintain direct patient and family contact on a regular basis and to coordinate multiple demands made on time.
Ability to relate to diverse age and demographic backgrounds.
Sound understanding of concepts of family-centered care.
Mediation Skills, Coaching and Mentoring Skills.
Must demonstrate excellence in leadership, teamwork/collaboration, customer service and competency.
High degree of maturity and objectivity.
Creating and implementing behavioral and visitation schedules/contracts.
Help create and send responses to grievances.
Assist with tracking Advance Directives within the department and in collaboration with medical records.
Helps document and prepare invoices (work-related trips, expenses, lost & found).
Experience and understanding of HIPAA, privacy laws, and sensitive medical and personal information.
Internal Number: 38756
About Cook Children's Health Care System
Cook Children's Health Care System is a not-for-profit, nationally recognized pediatric health care organization comprised of eight entities – a Medical Center, Physician Network, Home Health company, Northeast Hospital, Pediatric Surgery Center, Health Plan, Health Services Inc., and Health Foundation.Cook Children's Medical Center Based in Fort Worth, Texas, the integrated system has more than 60 primary and specialty care offices throughout North Texas. Its service region includes Denton, Hood, Johnson, Parker, Tarrant and Wise counties, with an additional referral area encompassing nearly half the state.Cook Children's traces its roots back to 1918, but throughout its continual change and robust growth, it still embraces an inspiring promise – to improve the health of every child in its region through the prevention and treatment of illness, disease and injury. To live up to this promise, Cook Children's combines the art of caring with the use of leading technology and extraordinary collaboration to provide exceptional care for every child, every day.History – Cook Children's has a rich history of nearly a century of caring for children.Our Promise – Knowing that every child's ...life is sacred, it is the promise of Cook Children's to improve the health of every child in our region through the prevention and treatment of illness, disease and injury.Companies – Based in Fort Worth, Texas, Cook Children's is a not-for-profit organization that is comprised of eight nationally recognized companies.Community Health Outreach – Cook Children's Community Health Outreach works together with over 150 partner organizations to improve the safety and health of at-risk children through education, disease and injury prevention and support.Clinical Research – Cook Children's is home to a skilled team of research-minded physicians, nurses and health care professionals and administrators who drive our commitment to excellent clinical care and the search for medical advances.Public Relations – Cook Children's Public Relations works with national and local media outlets, produces Cook Children's publications, coordinates special events and helps develop key relationships within the community.Contractor & Vendor Information – Cook Children's contractors and vendors must ensure their employees are knowledgeable about working with our organization.Sponsorship guidelines – Cook Children's sponsors a select number of events that are strongly aligned with its promise to improve the health of every child in the region through the prevention and treatment of illness, disease and injury.