Patient Relations Specialist

Founded in 1955 Dignity Health – Northridge Hospital Medical Center is a 394-bed acute care nonprofit community hospital located in Northridge California. The hospital offers a full complement of award winning services including the Leavey Cancer Center a cardiovascular center stroke center the Center for Assault Treatment Services a pediatric medical center and the only pediatric trauma center in the San Fernando Valley. As a leading provider of compassionate high-quality and affordable patient-centered care we share a rich legacy with Dignity Health one of the nation’s five largest health care systems. We are part of a 21-state network of nearly 9000 physicians 62000 employees and more than 400 care centers. Visit here  dignityhealth.org/northridgehospital for more information.

One Community. One Mission. One California 

Northridge Hospital Medical Center is seeking a Patient Relations Specialist to join our healthcare team. The Patient Relations Specialist plays a vital role in ensuring a positive patient experience and acts as a liaison between patients, their families, and healthcare providers. The ideal candidate will have excellent communication skills, empathy, and a strong commitment to patient satisfaction

• Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns.
• Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care.
• Conducts follow-up to ensure customer satisfaction and to reduce risk. Reviews patient survey results to identify complaints or problems that require attention.
• Resolves issues before they become major sources of concern.
• Documents complaints, suggestions, and compliments in a timely manner.
• Works with Patient Safety and others to identify and address potential liability issues, as well as facilitates the resolution of missing property claims. 
• Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through an electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned);
• Recommends innovative solutions to customer service issues, including systems problems and gaps in customer relations skills in assigned areas.
• Generates reports for documented complaints and grievances.

• Minimum of three (3) years of risk management, patient safety, and/or other related professional experience.

• Bachelor's degree or five (5) years of related job or industry experience in lieu of a degree.

• RN experience preferred. 
• Excellent interpersonal, listening, and communication skills with a strong ability to empathize with customers.
• Strong time management and organization skills.
• Ability to meet deadlines and respond to shifting priorities.
• Strong analytical skills; ability to organize and present information orally and in writing.
• Initiative and judgment; Ability to handle responsibilities independently.
• Fire Safety card (must obtain 90 days from start date)