RN Patient Liaison - Patient and Professional Advocacy
Location: Lewistown, Pennsylvania
Type: Full Time
Internal Number: R-20055
Evaluates the quality of health careby evaluating the quality of services ordered or performed by the System's professional health care providers including practice analysis, inpatient hospital and extended care facility utilization reviews, medical audits, ambulatory care reviews, claims reviews, and the compliance any health care facilities within the System. Responsible for coordinating and implementing the Performance Improvement goals and objectives, specifically those related to customer service, patient satisfaction and clinical risk management.
Collects and analyzes patient complaint and grievance data to identify opportunities to improve patient and customer services in a collaborative role with management.
Investigates and analyzes patient and family allegations and concerns by listening to patient family complaints, document detailsto verify content and facts and to assist the organization's administration in the resolution of the grievance.
Develops a consultant relationship with assigned clinics and units to build and sustain a patient and customer focused culture.
Collaborates and coordinates with medical staff, administration, clinical operations, and support staff to facilitate prompt resolution of patient-related grievances and service issues.
Serves as a liaison between staff, patients, and families to provide requested information, including resolution of a grievance in a family and provider meeting forum.
When necessary, educates patients and families regarding reasonable service expectations.
Provides written and verbal responses to accurately reflect patients' concerns and grievances and the organization's responses.
Effectively communicates to specific groups including families, patients, staff, students in order to educate on Patient's Bill of Rights philosophy by visiting them; introducing them to the patient right's brochure; confirming their understanding of who to contact with questions or concerns.
Participates in the investigation, documentation, and patient and family communication relative to concerns that carry potential risk and loss to the organization with risk management.
Coordinates efforts to assure compliance with regulatory standards relative to handling patient complaints and grievances including participation on assigned committees and work groups as needed.
Work is typically performed in a clinical environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.
40 hours weekly
Day Shift - flexible hours
No weekends or holidays
Bachelor's Degree- (Required)
Minimum of 3 years-Healthcare (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13... hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.