Patient & Family Relations Specialist

Overview

The Patient & Family Relations Specialist (PFRS) is the liaison between patients and families. This position will lead the effort in responding to the needs of the patients / families / visitors and provide support to staff. The PFRS will develop and distribute reports based on findings of their investigations and ensure that all feedback is logged appropriately into (MIDAS), complaint database.

This role will enhance the timeliness of responding to complaints and quality of care issues. Additionally, the PFRS will help in improving communication and addressing or referring care concerns to the appropriate leaders, procedures and results, moreover, assist with elopements, allegations of abuse by a staff member and rudeness of staff.

Responsibilities

• Serves as a liaison between patients and the institution as a whole and between the institution and the community it serves. Serves as neutral facilitator in gathering the patient’s perspective along with the health care provider and / or employee perspective and coordinate a resolution.
• Assists in the development of customer service culture through continuous activities, recognition, behavioral focus, and education.
• Per Manager request, as appropriate, assists with any language services questions or needs
• Upon manager request, serves as a member of the Grievance Review Committee
• Enters complaints and grievances into computer tracking system and handles each in the timeframe of the protocol as indicated.
• Daily serves as designated liaison between patients and the hospital, through which patients may voice their concerns in person or on the phone.
• On a daily basis identify and assess problems that may arise; investigates and directs inquiries and complaints to appropriate hospital staff members.
• Daily enters concerns of patients into the Midas electronic program.

DCH Standards :

Qualifications

WORKING CONDITIONS

WORK CONTEXT

PHYSICAL FACTORS

Ability :

Requirements :

OTHER JOB FACTORS

Frequent contact with others that deal with internal and external customers, face to face discussions, telephone and written communications. Possible dealings with angry unpleasant people and conflict situations / resolutions.