Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

Ann & Robert H. Lurie Children's Hospital of Chicago

Job Description

Patient Relations Representative

Full time, M-F 8:30a-5p

The Patient Relations Representative leads Lurie Children’s in complaint resolution, service recovery and patient family experience. The Patient Relations Representative partners with staff, physicians, and leaders to provide coaching, education and support. Patient Relations partners with Center for Quality and Safety to identify trends and opportunities for improvement.

Min Quals:

Bachelor's degree required, no exceptions. Healthcare related field preferred.

Experience in an academic teaching facility or related healthcare experience preferred.

Patient Relations experience preferred.

Excellent communication, critical-thinking and interpersonal skills. Demonstrated ability to work as part of multiple teams.

Excellent written and verbal communication skills required.

Ability to prioritize and address a variety of patient /family issues within firm timeframes.

Ability to think in a proactive and creative manner. Willingness to take initiative in appropriate manner.

Bi-lingual Spanish language abilities and skills preferred.

Stamina and energy to maintain direct patient/family contact on a regular basis and to coordinate multiple demands made on time.

In the context of addressing patient relations issues, identifies, assess and respond to child/family needs; includes in this process age-specific, psychosocial, cultural and spiritual needs.

Proficiency in Microsoft based applications such as Excel, Microsoft Word, Power Point and Outlook.

Job Duties:

Serves as a resource to effectively address the concerns and complaints of patient and families across the organization.

Maintains a formal documentation system for tracking complaints and grievances consistent with internal and external policies and regulations.

Analyzes and presents complaint and grievance data to leaders and staff to identify trends and opportunities for improvement. As part of this process, incorporates additional data from sources such as patient-family surveys.

Provides team-based and organizational education and coaching on conflict resolution, patient and family centered care and service. Coordinates service recovery process which includes distribution of tokens, tracking utilization and providing education on trends and appropriate usage.

Identifies and participates in assessing patient family experience through processes such as rounding and observations.

Identifies and participates in meetings and committees where the voice of the patient and family experience is key (e.g., Family Experience Teams, Simulations, Care Conferences).

Represent the institution by serving as a resource to families regarding related Medical Center Policies and Procedures. Other job functions as assigned.

Education

Bachelor's Degree (Required)

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

Supplemental Life, AD&D and Disability

Critical Illness, Accident and Hospital Indemnity coverage

Tuition assistance

Student loan servicing and support

Adoption benefits

Backup Childcare and Eldercare

Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members

Discount on services at Lurie Children’s facilities

Discount purchasing program

There’s a Place for You with Us

At Lurie Children’s we embrace and celebrate diversity and equity in a serious way. We are committed to building a team with a variety of backgrounds, skills, and viewpoints — recognizing that diverse identities strengthen our workplace and the care we can provide to the Chicago community and beyond. We treat everyone fairly, appreciate differences, and make meaningful connections that foster belonging and allyship. This is a place where you can be your best, so we can give our best to the patients and families who trust us with their care.  

Lurie Children’s and its affiliates are equal employment opportunity employers.  We value diversity and are committed to creating an inclusive environment for all employees.  All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law.

Support email: candidatesupport@luriechildrens.org