JOB SUMMARY
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Provides support to Patient Relations and administrative Legal Department and Risk Management.

ESSENTIAL FUNCTIONS OF THE ROLE

PATIENT RELATIONS: PROVIDES SUPPORT FOR PATIENT RELATIONS.

Serves as a centralized point-of-contact for receiving incoming phone calls, visits and correspondence concerning complaints.

Upon notification of a complaint, accurately enters information in the database in a timely manner to ensure data is complete and current when accessed.  Updates information in database throughout the patient complaint resolution process.

Visits with patients/or family members regarding concerns.  Documents complaints by listening to patient /family member?s complaints, documenting details and determining what resolution is sought.  Notifies staff immediately for resolution of the concern.  If the concern cannot be resolved immediately, begin the process of a formal complaint and review.

Uses effective methods and approaches to serve as a liaison between the patients, their families, departments, leadership and physicians for thorough and timely resolution of issues, concerns, and complaints.

Coordinates the review of patient concerns and provides general consultation/support to coordinate optimal outcomes for individual patient complaints.  Maintains contact with complainant throughout the process to facilitate timely and effective grievance resolution and service recovery.

Prepares confidential correspondence and documents ensuring grammatical accuracy, professionalism and compliance terms with the grievance policy.

Maintains patient and family confidence by keeping complaint information confidential.

Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration and the provision of care, treatment and services.

Rounds on the patient floors to visit with staff and patients to address any concerns.

Works with staff to identify any process improvement opportunities, reports that information to the Legal/Risk Management Department, and is instrumental in facilitating process improvement initiatives.

PROVIDES ADMINISTRATIVE LIAISON SUPPORT FOR LEGAL AND RISK MANAGEMENT DEPARTMENTS.

Triage questions from staff and forwards to the appropriate staff in the Legal/Risk Management Department.

Accurately and rapidly edits and types a variety of confidential correspondence and documents; effectively composes other routine correspondence, forms and charts.

In the absence of management, exercises initiative and judgment in responding to client problems or complaints promptly, courteously and appropriately, or, if unable or unqualified to assist, promptly refers to the appropriate party or department and follows-up to ensure problem resolution.

MAINTAINS CONFIDENTIALITY AT ALL TIMES AND ONLY SHARES INFORMATION ON A NEED TO KNOW BASIS.

Maintains information to properly manage risk within the Baylor  Scott & White organization in a confidential secure manner.

Accurately maintains the Legal/Risk Management database to include Patient Relations, and Risk Management in a timely manner to ensure data is complete and current when accessed.

Coordinates with the Legal/Risk Management Department on termination files to ensure accuracy and efficient retrieval.

Coordinates with the Legal/Risk Management Department on consent questions to ensure accuracy and consistency throughout the institution.

POTENTIALLY COMPENSABLE EVENTS (PCE?s): COLLECTS, SECURES, ENSURES SPECIAL HANDLING OF ACCOUNTS, AND REPORTS DATA RELATED TO INCIDENTS TO ENSURE THE AVAILABILITY OF ACCURATE DATA FOR POTENTIAL LITIGATION.

Gathers data related to incidents and forwards the information to the PCE Manager for handling.

Ensures that medical records, patient billing records, incident reports, medical examiner's reports (if available), as well as any other data pertinent to a particular PCE is accurate and secure.

Ensures special handling and coding of accounts as applicable in an expeditious manner.

LITIGATION: COLLECTS, SECURE

KEY SUCCESS FACTORS

Minimum of Associates Degree preferred; however, will consider equivalent work experience to or greater than degree requirement or equivalent certification.

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

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About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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