Inova Fairfax Medical Campus is currently seeking a Patient Relations Representative to serve as the initial contact for patient and family complaints, concerns, and grievances.
The flagship location of Inova Health System is the Fairfax Medical Campus in Falls Church, a 923-bed medical center serving Northern Virginia, the Washington, DC metro area and beyond. We consistently receive accolades for the high caliber of care provided in both national and regional rankings, and proudly serve as Northern Virginia's only Level 1 Trauma Center. The Inova Fairfax Medical Campus is also home to Inova Children's Hospital, Inova Women's Hospital, and the Inova Heart and the Inova Heart and Vascular Institute (IHVI).
The successful incumbent will function as an advisor and/or partner with hospital staff and leaders in all aspects of decision-making in regard to the management of patient complaints and grievances. The representative also frequently collaborates with Administrators, Chief Nurse Executive, Chief Medical Officer, Department Chairmen, and other senior leaders in order to address patient issues and achieve patient satisfaction. Strong candidates must be able to:
Demonstrate excellent verbal communication skills during all in-person and telephone conversations
Maintains composure during all difficult situations, remaining professional at all times.
Interacts with patients, visitors, staff and physicians in high-stress situations making the above qualities crucial in efforts to mediate and negotiate a satisfactory resolution to the issue
Demonstrate strong written communication skills - requires documenting all interactions accurately and in a timely manner to ensure a satisfactory resolution to cases.
Recommends appropriate service recovery actions when the situation requires.
Assists all individuals, including patients and their family members, as a primary resource in navigating the complexities of the health care environment.
Partners with hospital staff to ensure that every patient is afforded the full spectrum of hospital services, regardless of their disability, communication challenges or financial situation.
Other responsibilities include participating in all departmental activities which support the successful operation of the Patient Relations Department, motivating others to deliver excellent service by being fully engaged in all hospital initiatives designed to achieve superior patient satisfaction, ensure the accurate record keeping, tracking, and trending of patient issues and composing written responses to grievances and complimentary letters, following all hospital policies and federal guidelines.
This is a full-time position, scheduled to work Monday through Friday, 8:00 - 4:30 PM.
Internal Number: 44750BR
About Inova Health System
Inova is a global leader in personalized health, which leverages precision medicine to predict, prevent and treat disease, enabling individuals to live longer, healthier lives. At Inova, we serve more than two million people each year from throughout the Washington, DC, metro area and beyond. Inova's mission is to improve the health of the diverse community it serves through excellence in patient care, education and research. At Inova, more than 16,000 employees demonstrate their commitment every day to providing the community with expert, world-class, compassionate patient care.