Nebraska Medicine
Overview
Be part of Nebraska Medicine. The Senior Patient Relations Analyst plays a key role in enhancing patient satisfaction and care quality by investigating and resolving complex complaints and grievances. The Senior Analyst provides expert support and guidance, serving as a liaison between patients, families, and clinical staff, and actively participates in improving patient relations practices. This role requires thorough documentation, effective conflict management, and strategic collaboration with senior leadership, medical staff, legal, privacy, and other organizational stakeholders. Additionally, the role includes mentoring junior staff, contributing to performance improvement initiatives, and ensuring compliance with regulatory requirements and departmental policies. Shift:
First Shift (United States of America) Shift Details:
M-F, 8am - 5pm
Why Work at Nebraska Medicine?
Together. Extraordinary. Join a team that values your skills, delivering exceptional care through collaboration. Leading Health Network: Work with the region’s top academic health network, partnering with UNMC to transform lives through education, research, and patient care. Dignity and Respect: We value all backgrounds and experiences, reflecting the communities we serve. Educational Support: Enjoy up to $5,000/year in tuition assistance, a 35% discount at Clarkson College, and career advancement opportunities with covered educational costs. Support for personal growth within the organization, from those just starting their healthcare careers to those who are years down the path.
Responsibilities
Investigate and resolve complex patient complaints and grievances to enhance patient satisfaction and care quality. Serve as a liaison between patients, families, and clinical staff; collaborate with senior leadership, medical staff, legal, privacy, and other stakeholders. Maintain thorough documentation and ensure compliance with regulatory requirements and departmental policies. Mentor junior staff and contribute to performance improvement initiatives. Engage in strategic initiatives to improve patient relations practices across the organization.
Required Qualifications
Minimum of 5 years patient relations experience or closely related field. Bachelor’s degree in behavioral health sciences or related field required, or equivalent combination of education and experience (one year of experience is equivalent to one year of education). Strong interpersonal skills and the ability to work cross-functionally with other leaders. Ability to work independently and maintain confidential information. Ability to manage multiple projects simultaneously with frequent interruptions. Ability to interact directly with patients and their families; ability to mediate and coordinate patient and family conferences with healthcare professionals/teams. A positive and supportive attitude that fosters a welcoming environment for patients and encourages constructive feedback. Excellent organizational, verbal, and written communication skills with the ability to convey empathy. Independent problem-solving ability and willingness to work under pressure. Proficiency with computer applications including Microsoft Office Suite.
Preferred Qualifications
Certifications: Certified Patient Experience Professional (CPXP) or similar certification. Formal de-escalation training. Behavioral health care experience or direct patient care. Knowledge of healthcare regulations and patient rights.
Nebraska Medicine is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, sex, age, national origin, disability, genetic information, sexual orientation, gender identity and protected veterans’ status.
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Be part of Nebraska Medicine. The Senior Patient Relations Analyst plays a key role in enhancing patient satisfaction and care quality by investigating and resolving complex complaints and grievances. The Senior Analyst provides expert support and guidance, serving as a liaison between patients, families, and clinical staff, and actively participates in improving patient relations practices. This role requires thorough documentation, effective conflict management, and strategic collaboration with senior leadership, medical staff, legal, privacy, and other organizational stakeholders. Additionally, the role includes mentoring junior staff, contributing to performance improvement initiatives, and ensuring compliance with regulatory requirements and departmental policies. Shift:
First Shift (United States of America) Shift Details:
M-F, 8am - 5pm
Why Work at Nebraska Medicine?
Together. Extraordinary. Join a team that values your skills, delivering exceptional care through collaboration. Leading Health Network: Work with the region’s top academic health network, partnering with UNMC to transform lives through education, research, and patient care. Dignity and Respect: We value all backgrounds and experiences, reflecting the communities we serve. Educational Support: Enjoy up to $5,000/year in tuition assistance, a 35% discount at Clarkson College, and career advancement opportunities with covered educational costs. Support for personal growth within the organization, from those just starting their healthcare careers to those who are years down the path.
Responsibilities
Investigate and resolve complex patient complaints and grievances to enhance patient satisfaction and care quality. Serve as a liaison between patients, families, and clinical staff; collaborate with senior leadership, medical staff, legal, privacy, and other stakeholders. Maintain thorough documentation and ensure compliance with regulatory requirements and departmental policies. Mentor junior staff and contribute to performance improvement initiatives. Engage in strategic initiatives to improve patient relations practices across the organization.
Required Qualifications
Minimum of 5 years patient relations experience or closely related field. Bachelor’s degree in behavioral health sciences or related field required, or equivalent combination of education and experience (one year of experience is equivalent to one year of education). Strong interpersonal skills and the ability to work cross-functionally with other leaders. Ability to work independently and maintain confidential information. Ability to manage multiple projects simultaneously with frequent interruptions. Ability to interact directly with patients and their families; ability to mediate and coordinate patient and family conferences with healthcare professionals/teams. A positive and supportive attitude that fosters a welcoming environment for patients and encourages constructive feedback. Excellent organizational, verbal, and written communication skills with the ability to convey empathy. Independent problem-solving ability and willingness to work under pressure. Proficiency with computer applications including Microsoft Office Suite.
Preferred Qualifications
Certifications: Certified Patient Experience Professional (CPXP) or similar certification. Formal de-escalation training. Behavioral health care experience or direct patient care. Knowledge of healthcare regulations and patient rights.
Nebraska Medicine is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, sex, age, national origin, disability, genetic information, sexual orientation, gender identity and protected veterans’ status.
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