| Job Title | Patient Relations Profl 2 CX | Patient Relations Profl 3 CX | Patient Relations Profl 4 CX |
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| Job Code | 4494 | 4493 | 4492 |
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| Bargaining Unit | CX | CX | CX |
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| FLSA | Non-Exempt | Exempt | Exempt |
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| Generic Scope | Professional who applies acquired job skills, policies, and procedures to complete substantive assignments / projects / tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. | Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions. | Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues / problems without precedent and / or structure. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy. |
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| Custom Scope | Under general supervision, educates patients on current policies, protocols, rights and responsibilities, acting as an intermediary between patients and staff. Applies acquired skills and professional concepts to assist in resolving conflicts. Investigates and channels complaints or problems to appropriate staff. This title is bargaining unit only. There should never be an uncovered position. | Assists patients in interpreting hospital policies, procedures, and services. Educates patients about their rights in accordance with state law. Works on all levels of patient issues, including the most sensitive and complex. This title is bargaining unit only. There should never be an uncovered position. | Applies extensive knowledge to facilitate conflict management and complaint resolution for the most complex, sensitive situations. Provides guidance to all levels of management, on ways to improve patient relations services and reduce patient inquiries and complaints. Normally, you would use the bargaining unit job code for work covered by the title. If this is a position that is not covered by the Higher Education Employer-Employee Relations Act (HEERA), because they are: 1) Confidential – meaning employee’s duties normally require access to confidential information which contributes significantly to the development of management’s positions in bargaining or grievances; or 2) the employee is employed outside of California at a location with 100 or fewer employees or 3) Supervisory – supervises employee as regular part of the job duties, then you would be the generic title without the CX ending. |
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| Key Responsibilities | Under general supervision, interprets the medical center’s policies and procedures for patients. Participates in patient relations programs and activities to promote the development of patient and hospital relationships. Collects data and information about patient care concerns, needs and problems and makes recommendations as appropriate. Prepares reports and analyses to demonstrate progress and adverse trends. Supports planning efforts for Patient Relations programs through identifying areas to improve. Coordinates goal-setting and planning efforts by producing reports that summarize Patient Relations trends. Assists with assessing and monitoring Patient Relations policies and processes. Learning skills to evaluate and investigate improvements. Identifies process inefficiencies or bottlenecks in Patient Relations, including processes for educating patients of their rights and services to processes for handling complaints and grievances. Documents Patient Relations activities and follows-up in accordance with relevant policies and regulations. Responds to patients’ needs, requests and concerns as appropriate. Educates patients on current policies, protocols, rights and responsibilities. Investigates and channels complaints or problems to appropriate staff; assists in resolving conflicts and acts as an intermediary between patients and staff. | Assists patients in interpreting medical center policies, procedures, and services. Works independently on complex patient issues and complaints to assist in increasing patient satisfaction and ensuring adherence to regulations. Performs complex data collection and analysis to identify trends to help improve patient care. Validates data, conducts direct observations and investigates issues in order to recommend solutions to patient complaints. Contributes to identifying Patient Relations team goals and strategies. Researches and drafts proposals for new programs / initiatives based on broad understanding of patient requests and issues. Collaborates to evaluate and investigate Patient Relations policies and processes. Reports and advises assessments to Management. Tracks the quality of patients’ experience and identifies opportunities for process and system improvements. Identifies common failure points, captures service excellence and identifies opportunities for improvement. Documents Patient Relations activities, follows-up, and identifies when appropriate to escalate. Verifies accurate documentation and reporting. Identifies priority patient satisfaction issues and suggests recommendations for resolution. Educates patients about their rights in accordance with state law. Counsels patients on Advanced Directives. Independently assists patients in obtaining solutions to problems and concerns. Documents complaints in patient complaint database. Counsels Patient Relations Professionals on a full range of patient related issues and mentors on how to resolve challenging problems. Identifies patient issues that may put the Medical Center at risk and brings them to the attention of Risk Management. | Functions as a lead and facilitates conflict management and complaint resolution for the most complex, sensitive situations. Independently processes inquiries, complaints and grievances including quality of care allegations from patients. Oversees or performs highly complex data analysis on individual and aggregate patient inquiries. Works with management across departments to establish new programs to improve Patient Relations interventions and reduce inquiries and complaints. Recommends Patient Relations team goals and strategies. Recommends elements to include in annual plan based on knowledge of current strengths and inefficiencies. Assesses consistency and application of methods, reporting, integration of Patient Relations practices and compliance with policies. Applies expertise to guide all levels of Managers and Supervisors on ways to improve Patient Relations department processes. Serves as a liaison between patients and the medical center (administration, management, Chiefs of Service, hospital staff, and medical staff). Recommends improvements to Patient Relations documentation impacting public reporting, accreditation, licensing, reimbursement, patient safety and employee safety. Assists staff in gaining awareness of patients’ perceptions of the hospital experience and makes recommendations for process improvements. Serves as patient resource for complex matters related to patient rights, compliance, policies and procedures. Counsels patients on Advanced Directives. Determines resolution for complex complaints. Prevents complaints by counseling Supervisors and Managers when a problem is developing. Maintains patient complaint database. Functions as a lead and promotes best practices when handling complex, sensitive issues. Provides direction and guidance to Patient Relations Professionals. Answers all questions on regulations, policies, procedures and techniques. Identifies patient issues that may put the Medical Center at risk and brings them to the attention of Risk Management. Conducts presentations for medical and hospital staff with goal of improving the patient experience. |
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| Education | Bachelor’s degree in related area and / or equivalent experience / training | Bachelor’s degree in related area and / or equivalent experience / training | Bachelor’s degree in related area and / or equivalent experience / training |
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| Knowledge, Skills and Abilities | Working knowledge of Patient Relations concepts to perform essential functions efficiently and effectively. Demonstrates knowledge of Patient Relations, medical center, and UC policies. Acquiring knowledge of relevant federal, state and local regulations. Ability to follow processes to maintain compliance. Ability to produce an appropriate quantity of work in a timely, consistent matter. Skills to concentrate on monitoring the accuracy of work without getting bogged down in unnecessary detail. Ability to manage multiple assignments through prioritizing tasks and managing time. Demonstrates skills to teach patients through breaking down moderately complex concepts / policies in an understandable way. Interpersonal skills to develop working positive relationships with patients, Patient Relations team members, and cross-functionally. Actively cooperates and supports the work of others to get a job done. Demonstrates ability to apply reasoning skills to evaluate issues and identify a potential solution. Acquiring analytical abilities to weigh alternative solutions against objectives. Verbal and written and interpersonal communication skills to explain common patient experience concepts and actively listen. Ability to perform all commonly applicable functions in word processing and spreadsheet software. Proficient ability to effectively use organization’s Patient Relations application programs. | Thorough knowledge of Patient Relations techniques and procedures. Applies knowledge to provide patient support and improve patient satisfaction. Knowledge of Patient Relations, medical center, and UC policies and processes. Thorough knowledge of relevant patients’ rights federal, state and local laws and regulations to identify potential compliance risks, clinical and operational implications. Strong skills to resolve patients’ issues. Ability to produce high quality work and keep commitments. Productive in work volume, speed, quality and consistency. Proven ability to manage a project through to completion while performing a wide variety of tasks, adapting to changing priorities, deadlines and directions. Strong teaching skills. Ability to break down complex concepts / policies for communicating effectively with a broad patient population. Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that compliment others and supports Patient Relations efforts. Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process. Verbal and written and interpersonal communication skills to explain patient experience concepts and articulate reasoning behind own opinions. Active listening skills to understand varying opinions and receive feedback. Ability to perform all commonly applicable functions in word processing and spreadsheet software. Comprehensive knowledge of organization’s Patient Relations application programs to teach others. | Advanced knowledge in patient satisfaction theory and industry best practices. Ability to apply knowledge and skills to recommend improvements to Patient Relations processes. Knowledge of Patient Relations, medical center, and UC policies and processes. In depth knowledge of relevant patients’ rights industry federal, state and local laws and regulations to proactively identify and mitigate compliance risks. Advanced skills to resolve patients’ issues. Ability to consistently produce high quality, thorough work despite pressing deadlines by accurately completing activities the first time. Knowledge to check for quality and corrects own error. Project management skills to lead a team, prioritize personal and team tasks and see projects through from inception to completion on schedule. Demonstrates adaptability and flexibility to effectively handle change. Advanced teaching skills. Ability to convey complex concepts / policies in highly sensitive situations. Interpersonal skills to work collaboratively, coordinate and integrate with others throughout the organization. Maintains rapport and professional relationships with peers, peers in the industry, patients, multidisciplinary team members, management. Advanced analytical abilities and problem solving skills to quickly evaluate complex issues and apply sound judgement. Critical thinking skills to challenge conventional practices and create novel solutions to problems. Verbal and written and interpersonal communication skills to effectively communicate through all mediums and with all groups. Ability to listen actively, understand varying viewpoints and receive feedback. Skills to tactfully articulate reasoning behind own opinions and change the thinking of, or gain acceptance from others. Ability to perform all commonly applicable functions in word processing and spreadsheet software. Advanced knowledge of organization’s Patient Relations application programs to troubleshoot issues and recommend improvements in convenience and efficiency. |
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| Environment | Health care (hospital, clinical, classroom setting or similar environment as the role requires). | Health care (hospital, clinical, classroom setting or similar environment as the role requires). | Health care (hospital, clinical, classroom setting or similar environment as the role requires). |
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| Career Path | Patient Relations Profl 3 CX | Patient Relations Profl 4 CX | Patient Relations Mgr 1 |
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