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Wellforce Patient Relations Specialist in Melrose, Massachusetts

The Patient Relations Specialist serves as a highly visible, energetic champion for identification, management and resolution of patient and family complaints and grievances. Complaints and grievances can be related to clinical and non-clinical care, treatment and services, allegations of human rights violations and/or discrimination.

Serves as the human rights officer for behavioral health patients. Works closely with providers in the behavioral health areas to assure patient human rights are maintained. Employs active listening techniques and de-escalation techniques during interactions with patients and families. Manages the intake, investigation, resolution, documentation and reporting of allegations of human rights violations in collaboration with risk management.

Patient & Family Complaints and Grievance Management. Patient and Family Complaints and Grievances Reporting. Human Rights Officer.

High school diploma or equivalent required. Bachelor’s degree in healthcare, behavioral science or related field preferred. 3-5 five years of related work experience in a health care setting. Proficient in Windows-based operating software and systems that include MS Word, MS Excel, MS Access and MS PowerPoint. Experience with electronic incident / event reporting system(s).

Possess strong customer service and interpersonal relationship skills. Ability to handle difficult and angry people constructively. Savvy enough to interact with physicians and senior leadership. Must be highly visible to staff, offering support and modeling service behaviors and concern resolution processes.

Knowledge of patient satisfaction and patient experience measurement tools, methods and information. Knowledge of quality improvement measures, methods, models and systems preferred.

Excellent written and oral communication skills required and experience with presentations to small and medium sized audiences.

Highly motivated, organized with strong work ethic, ability to adapt to changes in the work environment.

Ability to work under minimal supervision. Adaptability with high tolerance for ambiguous work situations and ability to address difficult, awkward situations with tact and diplomacy.

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