Join the FHP Quality Department as we embark on our continual improvement journey with FHP Forward:  Improve. Patient-Centered. Empower!

This position is responsible for managing the patient relations functions and supporting all service excellence functions for an assigned facility or campus to build and maintain mutually beneficial relationships with patients, their families, and key constituencies. Typical duties include assistance with any patient relations issues that arise while the patient is physically at the facility. These responsibilities can include initiating investigations related to complaints and providing follow-up and resolution to the needs and concerns of patients and their families relative to their patient experience. It would also include feedback and training to any employees where the issue originated to try to minimize any complaints or issues in the future. Utilizing collaborative approach, leads the complaint resolution process flow across multiple interdisciplinary departments. Maintains database of trends and patterns of system opportunities for improvements, makes recommendations, and assists with the implementation of resolutions. Provides direction and leadership to those who assist in the department’s functions. This position assists with the entire patient experience, beginning with the assessment of patient needs, and including data management, program implementation, and recognition. Assists with training and education efforts of the Service Excellence philosophy with staff, patients, families, and the community.

Pay & Benefits:

• Compensation: $28.47 to $44.49 hourly wage based on experience and education
• Benefits: medical, vision, dental, 401k with employer match
• Education Benefits: FHP Tuition Assistance, Student Loan Forgiveness
• Other Benefits: Onsite Gym, Wellness Programs, Discount programs, The Learning Center (childcare services)
• Shifts Available: Full time, Exempt Day Shifts

About Fairbanks Memorial Hospital
Fairbanks Memorial Hospital is a non-profit facility owned by the Greater Fairbanks Community Hospital Foundation. A Joint Commission-accredited facility with 152 licensed beds, Fairbanks Memorial Hospital is the primary referral center for residents of Alaska's interior with a strong patient-to-nurse ratio and Shared Leadership Infrastructure. In addition to our exceptional clinical environment, our location offers incomparable lifestyle rewards away from work. In Fairbanks, small-town living, spectacular natural beauty and endless recreation combine to create a one-of-a-kind place to live, work and play.

1. Works in partnership with Quality leadership to create a positive culture across the facility ensuring that every employee delivers and exceptional experience to patients and families. Articulates and demonstrates an expectation for continuous quality improvement through a culture of patient experience utilizing processes that include consideration of all stakeholders. Fosters an environment that focuses on experience in processes and outcomes. 

2. Manages the daily activities of the Patient Relations function for any issues where the patient is physically present at facility, including associated processes, which may include: managing formal complaint processes; serving as a liaison with applicable internal departments and facilities; proactively analyzing data to capture trends, identify opportunities for improvement, and mitigate potential risks; supporting the patient experience survey process; ensuring alignment of functional policies and procedures with system goals and initiatives. 

3. Works to document and monitor trends for on-site patient relations issues, including search for patterns associated with areas of opportunity through comprehensive data analysis. Maintains grievance database and/ or other applicable database(s) and records. Compiles data and prepares reports and/or presentations for applicable internal leadership and committees. 

4. Oversees and participates in the development and implementation of policies and processes that are consistent across the system. Works with facility to ensure consistent implementation, data management, program implementation, recognition, and/or other applicable areas. 

5. Proactively identifies potential concerns, conflicts, and complaints, which may include: rounding to evaluate the patient’s experience and their stay as well as educating patients on facility practices; responding to, mediating, and resolving concerns and complaints between the patient and/or the patient’s family and the facility; conveying confidence and empathy while providing assurance that concerns will be addressed; enhancing the reputation of the system while communicating processes, procedures, guidelines, and/or other applicable information; and/or performing other related activities. 

6. Presents information, education, and training in a variety of settings, ranging from customer service to patient’s rights, ensuring alignment and appropriateness of materials to targeted audiences. Examples may include: customer service philosophies and processes, new employee and leader orientation, department education and updates, and community education.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Foundation Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

• Thorough working knowledge of principles and practices of patient relations and/or customer service management as normally obtained through the completion of an Associates Degree in a relevant field and a minimum of three (3) years of progressively responsible related experience within a major health care organization, health system setting, hospitality, or large multi-operational corporate environment in complex industries similar to healthcare.
• Must have excellent oral, written and interpersonal communication skills to effectively interact, negotiate, facilitate, mediate, coach, train, and provide assistance to a diverse group of individuals. Must work independently and possess the ability to lead by example. Must have an excellent working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast paced environment. Excellent use of written language and grammar in composing a variety of formal complaint response letters, presentations, policies, procedures, and other applicable communication pieces.
• Skilled in solving problems in order to facilitate the communication network between patient and hospital.
• Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Requires a passion for providing excellent customer service, collaboration, and continuous improvement.

PREFERRED QUALIFICATIONS

• Previous acute-care hospital or clinical experience preferred.
• Additional related education and/or experience preferred.

Foundation Health Partners is an EEO/AAP employer; qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.