Patient Relations Representative

Deer Valley - 19829 N 27th Ave, Phoenix, AZ 85027

About the role

At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities

The Patient Relations Specialist implements and manages effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances. This includes rapid response to issues, service recovery, trend identification, and risk reduction.

• Manages the patient complaint process:
  • Promotes an active process for patients to voice concerns and complaints.
  • Receives complaints from staff, patients, families, and others.
  • Leads the facility’s Service Recovery process using established tools to resolve concerns quickly and fairly.
  • Works to obtain patient satisfaction with the process and outcome.
  • Serves as a resource and coach to hospital leaders and employees on resolving complaints.
  • Investigates and supports timely resolution of patient complaints.
  • Documents complaints in the MIDAS system and educates staff on documentation requirements.
  • Summarizes and compiles complaints for management reports to drive improvement.
  • Responds to Lost and Found inquiries and prepares reimbursement reports for executives.
• Manages the formal patient grievance process:
  • Ensures compliance with Federal (CMS Grievance Guidelines), State laws, and regulatory standards.
  • Inputs documentation into the MIDAS system following department standards.
  • Investigates, resolves, and documents grievances, escalating concerns as needed.
  • Manages timely written responses to grievances.
  • Educates patients and employees about grievance process rights.
  • Provides grievance data for continuous improvement efforts.
  • Shares patient survey feedback and experience insights with management.
  • Collaborates on best approaches for issue resolution and trend identification.
  • Communicates patient feedback from HCAHPS surveys, CEO letters/cards, and patient rounding to administration.
• Rounds regularly in patient care and service areas to improve patient experience:
  • Greets patients and families, practicing active listening to address needs and concerns.
  • Role models Go Beyond Service Behaviors.
  • Attends nursing huddles and campus meetings focused on complaint prevention and experience improvement.
  • Initiates stakeholder meetings as necessary.
  • Supports campus patient/family councils for experience improvement.

Requirements

• High School Diploma or GED (Required).
• Bachelor of Science (Preferred).
• 2 years of experience in customer advocacy, customer relations, or a related position (Required).
• Conflict resolution/de-escalation experience (Required).
• 3 years of experience in an acute hospital setting (Preferred).
• Healthcare background preferred.

Schedule

Monday–Friday, 8:00 AM–4:30 PM