Job Summary: The Patient Relations Specialist manages the Complaint and Grievance Management processes for all areas included on the Loma Linda University Medical Center license.  Supports the mission of the Medical Center by listening to and advocating for our consumers' concerns, proactively solving problems to meet the customers' needs and expectations, facilitating system and process changes identified by trends from customer complaints and grievances, acting as liaison between consumers of health care services and the organization's Administration, staffs, and physicians.  Coordinates the daily and long-term activities of the Patient Relations Department and Patient Relations program, ensuring that CMS regulations, policies, practices and procedures are followed and compliance with Joint Commission.  Develops, recommends and implements administrative patient representative policies and desktop procedures as needed.  Hires and trains patient representative staffs.  Attends and participates in Department Head, Quality Resource Management projects, Incident Review Committee, Institutional Review Board meetings.  These services may be provided for both LLUMC and LLUCH hospitals.  Performs other duties as needed. 

Education and Experience: Bachelor's Degree required or an additional four years of experience required in lieu of degree. Master's degree preferred.  Minimum four years experience in a healthcare setting with training in complaint management, mediation, conflict negotiation or resolution, data management, interpersonal communication, and crisis intervention required. 

Knowledge and Skills: Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position.  Able to relate and communicate positively, effectively, and professionally with others.  Be assertive and consistent in following and/or enforcing policies; work calmly and respond courteously when under pressure; demonstrate excellent listening skills; work as a team player to achieve Medical Center and departmental goals; showing ability to convince others to cooperate or follow a specific course of action.  Utilizes conflict resolution, mediation and crises deescalating principles in addressing complaints and grievances.  Able to hear sufficiently for general conversation in person and on the telephone; identify and distinguish various sounds associated with the workplace; see adequately to read items necessary to the position.  Able to communicate in English by phone, in person, in writing and on the telephone with customers, patients, guests, family members, staffs and others.  Able to think critically; calculate, manipulate and interpret numbers; perform basic math functions; manage multiple assignments effectively; compose written material; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision.  Ability to maintain strict confidentiality. 

Licensures and Certifications: Registered Nurse (RN) or Licensed Clinical Social Worker (LCSW) licensure preferred.