Reg Pt Affairs/Svc Excl Coord

Location:
Medical Center - Fort Worth

Department:
Patient Relations/Services

Shift:
First Shift (United States of America)

Standard Weekly Hours:
40

Summary:

The coordinator is responsible for assuring compliance with the regulatory requirements involving patient rights, complaints, grievances, and self-determination (Advance Directives) established by external auditing agencies, including The Joint Commission (TJC), the Centers for Medicare and Medicaid Service (CMS), The Texas Department of Health (TDH), and state and federal law. Responsible for maintaining appropriate focus on the departments regulatory responsibilities in each phase of the Patient Representative workflow. Coordinates materials to ensure familiarity with changes and updates to the relevant laws and mandates set forth by TDH, CMS and TJC. Responsible for conferring with Legal and Administration as needed to keep internal regulatory policies up to date. Coordinates internal practices to ensure the Medical Center remains in compliance with both auditing agency requirements and state and federal laws. Responsible for the corporate Conflict Resolution Program, functioning as an independent and objective individual reviewing and evaluating conflict issues/concerns within the organization. Works with regulatory agencies, as required, to address those concerns appropriately. Provides strategic direction and oversight for efforts to improve service recovery in all clinical areas. Assures compliance with State and Federal regulatory requirements and policies that govern all Medical Center operations involving conflict resolution and service excellence.

• Minimum Bachelor's degree, Master's preferred in Science, Human Relations, Business, Healthcare Administration and or Communications or related field.
• Minimum of three (3 to 5) years healthcare experience, preferably in an acute care setting and in lieu of extensive customer service/patient relations experience.
• Knowledge/Skills
• Exceptional written and verbal communication skills required.
• Excellent communication, critical thinking and interpersonal skills.
• Demonstrated ability to work as part of multiple teams.
• Ability to prioritize and address a variety of patient/family issues with firm timeframes.
• Be able to demonstrate organizational, problem-solving and negotiation skills.
• Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner.
• Bilingual language abilities and skills preferred.
• 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
• Proficient in use of PC with experience in Excel, Work and database management packages.
• Proficient in collecting, documenting and resolving patient/families issues in the appropriate timeframe.
• Preferred knowledge of CMS, Joint Commission, TDH and other regulatory agency guidelines.