Patient Representative - Patient Relations, Part Time, Days

Job Description

The

The Patient Representative performs as a patient advocate to ensure that the patient and family can communicate their needs to the hospital. This role facilitates the process for the prompt investigation and resolution of patient grievances as guided by legislation and regulatory boards.

• Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient’s perspective
• Investigates and mitigates grievances, potential claims and allegations against NLFH staff
• Collaborates with Risk Management and leadership across the organization to resolve patient grievances in a timely manner
• Serves as a resource to staff and physicians to facilitate difficult communication and care issues
• Recommends necessary changes in policies, procedures, and services as identified through an investigative process
• Facilitate education and assistance to patients and staff regarding the Patient’s Rights which are necessary to maintain legislative and regulatory compliance
• Serves as a primary communicator between the patient and NLFH leadership during the investigation, resolution and recovery process
• Serves as support to Patient Relations Manager
• Performs other duties as assigned

Qualifications

• High school diploma or equivalent

• Working knowledge of NLFH’s culture and organizational reporting structure
• BA or BS

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.