Patient Relations Liaison, Per-Diem, Days (Fridays: 9:30am - 6:00pm)

Northwestern Medicine

  • Chicago, IL
  • Permanent
  • Full-time
  • 1 month ago
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Patient Relations Liaison, Per-Diem, Days (Fridays: 9:30am - 6:00pm) Location Chicago, Illinois Business Unit Northwestern Memorial Hospital Job REQID 179162 Job Function Patient Support Shift Day Job (1st) Type of Employment Casual / Per DiemThe salary range for this position is $23.94 - $37.10 (Hourly Rate)Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our section located at jobs.nm.org/benefits to learn more.Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.From discovery to delivery, come help us shape the future of medicine.DescriptionThe Patient Relations Liaison reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.The Patient Relations Liaison performs as the patient advocate to ensure that patients and their families successfully communicate their needs to the Northwestern Memorial Hospital (NMH) and Northwestern Medicine Group (NMG). As the face of the organization, facilitates the process for the prompt investigation of patient grievances as mandated in law, regulation, and accreditation (The Joint Commission) standards. Represent Executive Administration when during critical events and event escalation. Serves as a conduit to Risk Management, Safety and Quality initiatives to ensure that patient feedback is utilized for improvements.Responsibilities:
  • Collects, reviews, documents and monitors reported feedback related to care, processes, systems and staff as voiced from the patient's perspective.
  • Investigates and responds to de-escalate and manage grievances, potential claims and allegations against NMH and NMG staff.
  • Maintains thorough and timely documentation.
  • Communicates with patients verbally and in writing throughout investigation.
  • Collaborates with Risk Management, Claims, Billing, and leadership across the organization to resolve patient grievances in a timely manner.
  • Serves as a hospital-wide resource to facilitate difficult communication and care issues; is an expert at crucial conversations.
  • Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
  • Remains calm and in control of their own emotions in response to unsolicited provocation.
  • Recommends necessary changes in policies, procedures, and services as identified through an investigative process.
  • Facilitates education and assistance to patients and staff regarding Patients' Rights for legislative and regulatory compliance.
  • Serves as a primary communicator between the patient and NMH and NMG leadership during the investigation, resolution and recovery process.
QualificationsRequired:
  • Bachelor of Science or Bachelor of Arts degree. In lieu of Bachelor's Degree, must have 4 years of customer service or healthcare support experience.
  • Minimum 3 years' experience in Patient-Relations with proven success in conflict resolution
Preferred:
  • Bachelors in nursing, Psychology, Health Care Administration or related fields
  • Working knowledge of cultural and organizational structures of Northwestern Medicine
Equal OpportunityNorthwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.BenefitsWe offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our section to learn more.Share This JobFeatured JobsRecently Viewed JobsYou do not have any recently viewed jobsNursing OpportunitiesBenefitsInformation Services CareersNorthwestern Medicine is an equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.Contact us if you need any further information about NM Nursing Careers at .We are committed to providing reasonable accommodations to qualified individuals with disabilities. To request a reasonable accommodation at any step in our application or interviewing process, please email and a Human Resources representative will connect with you to discuss next steps.© 2025 by Northwestern Medicine® and Northwestern Memorial HealthCare.Northwestern Medicine® is a trademark of Northwestern Memorial HealthCare, used by Northwestern University.

Northwestern Medicine