Inova Health

General

• Act as the primary point of contact for patients and families, addressing inquiries and concerns
• Resolve patient complaints and grievances through investigations, chart reviews, mediation, and written feedback
• Facilitate meetings between patients, families, and healthcare providers
• Monitor patient feedback and identify trends to improve patient satisfaction and experience
• Provide notary services for patients and families
• Educate patients about resources, services, support programs, rights, responsibilities, ADA regulations, and accessible communication methods
• Assist with policy development and compliance related to patient relations, privacy, and Joint Commission grievances
• Maintain confidential records of complaints, grievances, actions, and resolutions
• Collaborate with nursing, medical staff, leadership, billing, quality, compliance, legal, safety, ethics, and community/governmental organizations
• Advocate for patients and assist with advance directives, powers of attorney, informed consent, end-of-life preferences, financial services, insurance regulations, and pay errors

Patient Relations Specialist