Patient Relations Specialist - Revo Health

The Patient Relations Specialist is a centralized point of contact focused on improving services to patients. This role will advise on how best to resolve and respond to patient and family care communication, concerns and complaints made with iHealth and Revo Health clients with specific focus on Twin Cities Orthopedics. The position is responsible for supporting organizational adverse events, managing the resolution process, assisting with escalated complaints, acting as a liaison between the patient and others involved while honoring patient rights, following policies and procedures to ensure delivery of remarkable care and service.

This is a full-time position working M-F between the hours of 7:00 am - 5:00 pm out of our Corporate Office in Bloomington. This role has potential for hybrid/remote eligibility.

Revo Health is a professional services company that partners with multiple healthcare groups to deliver exceptional patient care. This position will be employed through Revo Health, working closely with Infinite Health Collaborative (i-Health) and its operating divisions.

• Act as the ambassador of all customer service and patient experience work.
• Represent the medical group's perspective regarding patient complaints, making decisions and recommendations on how best to support our patients, families and guests regarding their concerns.
• Act as a resource for complaints that are not able to be resolved at the local level.
• Appropriately communicate and escalate patient complaints. Coordinate a response on behalf of the organization with clinic team members, clinic managers, and other administrative leaders as needed.
• Lead the resolution process by writing letters from a perspective that hears and respects our patients' views, while also balancing the needs of the organization.
• Oversee and demonstrate accountability for assuring applicable regulatory and policy requirements are met in all written responses that are required for patient complaints.
• Analyze standard reports as directed by the department director on a consistent basis.
• Collaborates with department leader for reporting potentially compensable event (PCE) to malpractice agency.
• Gathers routine adverse event indications from patient reported outcomes software to Chief Medical Officer (CMO) for regular review. Possible follow up with patient and communication to physician and team if necessary or indicated by CMO.
• Assist in building and improving patient data collection, utilizing trending results to improve processes in collaboration with leadership.
• Process reports on a regular basis including patient satisfaction, patient complaints and patient outcome information to create an overall quality value indication.
• Design education processes or valuable training resources through available systems to for focused improvement initiatives based on analytic findings.
• Any and all other duties as assigned

Education and Experience Requirements:

• Bachelor's Degree required.
• Prior experience in handling and resolving patient complaints preferred.
• Prior health care experience required.
• Excellent communication, de-escalation and customer service skills.

Benefits & Compensation:

• Actual starting pay will vary based on education, skills, and experience.
• We offer a comprehensive Medical, Dental & Vision Plan, Maternity Bundle, 401K with Profit Sharing, Tuition Reimbursement, Gym & Car Rental Discounts - to learn more clickhere.

Essential Requirements:

Ability to:

• Comply with company policies, procedures, practices and business ethics guidelines.
• Complete job required training.
• Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
• Demonstrate prompt and reliable attendance
• Travel independently throughout the clinic, office or surgery center (which may include movement from floor to floor); frequent bending, lifting, standing, stooping or sitting for long periods of time may be required
• Work at an efficient and productive pace, handle interruptions appropriately and meet deadlines
• Communicate and interact in a respectful and professional manner
• Prioritize workload while being flexible to meet the expectations of the daily operations
• Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions
• Understand and execute a variety of instructions
• Effectively operate equipment and communicate on and operate the phone system
• Work independently with minimal supervision
• Travel to other work locations, if required

Performance Expectations - Revo Health's Core Values:

• Integrity - Do the right thing and take responsibility for what you do and say
• Service - Consistently contribute to deliver an exceptional experience
• Quality - Act with high purpose, committed effort, and skillful execution to exceed expectations
• Innovation - Identify progressive solutions that improve service, teamwork, efficiency, and/or effectiveness
• Teamwork - Be a part of the whole; support each other positively

Environmental Conditions:

• Potentially remote/hybrid or clinic/office/surgery center setting

Notes:

• Revo Health is an Equal Opportunity/Affirmative Action Employer and will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the ADA Amendments Act of 2008.
• We participate in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
• This position description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and Additional Job Functions are subject to modification.