About this role
Overview
In partnership with hospital leaders manages feedback to include: compliments, complaints and grievances from initial point of contact, through appropriate documentation, investigation and resolution. Requires excellent active listening skills, empathic responsiveness, critical thinking, problem solving and conflict resolution. Demonstrates discretion with information sharing. Responsible for reviewing data trends and reporting results to appropriate departmental, divisional or senior leaders. Facilitates interdepartmental collaboration to achieve improvement initiatives. Successful individuals in this positon require a high degree of emotional intelligence, boundary setting and emotional maturity. Frequently required to discuss complex situations and facilitate family meetings. Serves as a mediator between patient and family and D-H leaders. Works in collaborative partnership with the Office of the CEO, Nursing Leadership, Risk Management, Legal and Patient Financial Services.
Responsibilities
Qualifications
- Bachelor’s degree in a healthcare related field and 5 years of experience in a patient/customer oriented position or the equivalent in education and experience required.
- Strong negotiation and communication skills with the ability to work independently required.
- Ability to handle confidential material with maturity, sensitivity and discretion.
- High impact communication: excellent oral and written communication skills, including ability to listen, empathize, de-escalate and critically think through issues and potential solutions.
- Excellent interpersonal skills to include working with external parties, providers and families. Social perceptiveness necessary.
- Learning and teaching strategies for ongoing service recovery skill building.
- Ability to work with minimal supervision and maintain a high degree of communication of current work activity with supervisors.
- Excellent self-control and negotiation skills to effectively manage difficult situations and persons.
- Adaptability with a high tolerance for ambiguous work situations.
Required Licensure/Certifications
- None
Other facts
About Dartmouth-Hitchcock Health
Dartmouth Health, New Hampshire's only academic health system and the state's largest private employer, serves patients across northern New England. Dartmouth Health provides access to more than 2,000 providers in almost every area of medicine, delivering care at its flagship hospital, Dartmouth Hitchcock Medical Center (DHMC) in Lebanon, NH, as well as across its wide network of hospitals, clinics and care facilities. DHMC is consistently named the #1 hospital in New Hampshire by U.S. News & World Report, and recognized for high performance in numerous clinical specialties and procedures. Dartmouth Health includes its Dartmouth Cancer Center, one of only 51 National Cancer Institute-designated Comprehensive Cancer Centers in the nation, and the only such center in northern New England; Dartmouth Health Children’s, including the Children’s Hospital at Dartmouth Hitchcock Medical Center, the state’s only children’s hospital and clinic locations around the region; member hospitals in Lebanon, Keene and New London, NH, and Windsor, VT, and Visiting Nurse and Hospice for Vermont and New Hampshire; and more than 24 clinics that provide ambulatory services across New Hampshire and Vermont. Through its historical partnership with Dartmouth and the Geisel School of Medicine, Dartmouth Health trains nearly 400 medical residents and fellows annually, and performs cutting-edge research and clinical trials recognized across the globe with Geisel and the White River Junction VA Medical Center in White River Junction, VT. Dartmouth Health and its more than 13,000 employees are deeply committed to serving the healthcare needs of everyone in our communities, and to providing each of our patients with exceptional, personal care.
What you'll do
- The Patient Relations Specialist Sr manages feedback from patients and families, ensuring proper documentation, investigation, and resolution of complaints and grievances. They also facilitate collaboration across departments to improve patient experiences and serve as an advocate for patients and their families.
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