Patient Relations Specialist

About the role

As a primary liaison between patients and the hospital, you will actively listen to concerns and resolve conflicts to ensure seamless, high-quality care. You will investigate complaints, interpret facility policies, and collaborate with various departments to address issues before they escalate, while tracking data to identify broader service trends.

Proactively round with patients to ensure patient and family questions and concerns are addressed, resolving issues and recommending solutions to prevent formal complaints. You will maintain contact with the complainant throughout the process, collaborate with managers and medical directors to monitor complaint progress, and ensure timely resolution and completion of all necessary documentation.

Maintain a detailed record of complaints and resolutions in the appropriate database; produce standard and ad hoc reports to summarize complaint data for leadership review. Serve as a centralized point-of-contact for receiving incoming phone calls concerning patient and family complaints.

Responsibilities

• Manage the formal grievance process and analyze patient satisfaction metrics.
• Contribute to staff training initiatives focused on improving the overall patient experience.
• Investigate complaints and interpret facility policies to resolve conflicts.
• Collaborate with departments to address issues before they escalate.
• Maintain detailed records of complaints and resolutions in a database.
• Produce reports to summarize complaint data for leadership review.
• Serve as the primary point-of-contact for patient and family complaints via phone.

Requirements

• Associate's degree in a related field (required).
• Four (4) years of recent customer service work experience (required).
• Experience in a clinical environment (preferred).

About the workplace

At CHI Mercy Health, you'll discover a place where your professional growth is deeply valued within a truly supportive and rewarding environment. For over a century, our commitment to Compassion, Inclusion, Integrity, Excellence, and Collaboration has guided every interaction, shaping how we care for our patients and uplift one another.

Today, as CHI Mercy Health, we remain deeply committed to healing the whole person—body, mind, and spirit—in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth. We are proud of our state-of-the-art care and numerous awards and accreditations that reflect our dedication to excellence.

When you join CHI Mercy Health, you become part of a team that delivers top-quality, professional healthcare and contributes to a legacy of service built on collaboration and shared purpose.

Benefits

• Student loan repayment program offered.

Pay

$24.27 - $36.10 per hour.