Hoag Memorial Hospital Presbyterian

Hoag Memorial Hospital Presbyterian
Newport Beach California

The Patient Relations Liaison (RN) is a registered nurse position who is responsible for supporting Hoag Medical Group efforts in risk reduction by early intervention with patient concerns.  This position works collaboratively with the health care team in identifying and analyzing clinical, operational and other patient relations issues in order to prevent escalation and avoid an untoward outcome. 


Essential Functions

  • Responds to all patient concerns in a timely manner.  Follows up in both verbal and written format when appropriate.
  • Responsible for reviewing and evaluating medical records for clinical analysis and responding to written and verbal patient grievances/ complaints.
  • Facilitates resolution and follow up of patient/family complaints with office staff leadership, administration, and medical staff as necessary.
  • Promotes and maintains cooperative relationships with private and staff physicians and other hospital personnel relative to customer relations.  Serves as a resource to site leadership for complaint management and conflict resolution where patient and family are involved.
  • Maintains strict confidentiality in accordance with policy.
  • Serves as the patient ethics and rights advocate.
  • Tracks all patient concerns into a data file, and conducts analysis of trends.   Reviews trends and develops action plans as appropriate.  Responsible for providing reports to administration on a monthly basis.
  • Serves as the compliance officer for HIPPA related violations, and tracks all HIPPA incidents in a separate data base.
  • Assists with PEER review coordination. Reviews and prepares support reports for PEER evaluation, and tracks cases in collaboration with the Medical Director.
  • Coaches support staff in methods to diffuse patient related complaints through regular in- services  and independent coaching as appropriate.
  • Clinical Care: Ensure that quality patient care is delivered to all patients on a 24-hour basis, and the unit is maintained in accordance with professional and regulatory standards and the philosophy and goals of Hoag.
  • Perform other duties as assigned.


Education, Training and Experience


Required:  Valid California RN License, BSN

Preferred:  Two years clinical experience and risk management


Skills or Other Qualifications


Required:   Effective communication, interpersonal skills, and ability to work independently. Demonstrates high levels of confidentiality.

Preferred:  Proficiency in Microsoft Office suite, excellent written skills


License and Certifications


Required:  Current license as a Registered Nurse in the State of California required.

Preferred: N/A



Basic Qualifications