Patient Relations Representative

About the role

The Patient Relations Representative is responsible for handling the review and resolution of patient complaints as part of the healthcare system’s patient advocacy program. They support the Risk Management team in analyzing patient grievances related to patient care and medical services, as per Florida Statute 395.0197. This role assists in mediating conflicts and de-escalating complex situations to help patients and their families navigate the healthcare system.

Responsibilities

• Handle daily personal contact with patients regarding customer satisfaction, patient rights issues, and complaint resolution.
• Initiate and close patient grievances in accordance with NCH’s Grievance Policy and regulatory requirements.
• Document patient complaints thoroughly in the Grievance tracking system, including details of the complaint, its resolution, and any verification.
• Coordinate with external regulatory agencies such as Medicare, AHCA, and JCAHO to ensure compliance with patient rights and quality standards.
• Write closure letters outlining the findings of the complaint review and actions taken.
• Aid in educating staff on communication, interpersonal skills, service recovery, and effective complaint resolution.
• Assist with the system’s patient/family complaint process and perform performance improvement activities related to patient rights and complaints.
• Foster satisfaction among other departments through the Patient Advocacy Program.
• Serve on committees such as the Patient Grievance Committee, Patient Experience Committee, and Patient and Family Advisory Council.

Requirements

• Minimum Bachelor’s Degree in a related field required.
• At least 1 year of experience in customer service required.
• Strong listening and problem-solving skills essential.
• A compassionate attitude to provide emotional support to patients.
• Understanding of state and federal regulations relevant to patients and conflict management.
• Intermediate computer proficiency: Microsoft Word, Excel, Outlook, and Windows.