Patient Relations Specialist

About the role

Vanderbilt Health comprises eight hospitals and over 180 clinics, making it the region’s largest comprehensive academic health system. With a tradition of world‑class care and a mission to move medicine forward through preeminent programs in patient care, education and research, Vanderbilt Health offers a collaborative, supportive community where expertise is valued, knowledge expanded and uniqueness celebrated. Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion. Allied health is among the fastest growing occupations in healthcare today, encompassing credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

Job Summary: Serves as a neutral intermediary between patients, families, guests, staff, and faculty by encouraging open communication and promoting fairness to enhance the patient experience and strengthen the organizational commitment to service excellence.

Responsibilities

• Receives and documents complaints and compliments.
• Engages relevant clinical or management staff to evaluate and respond.
• Facilitates timely response in an appropriate manner.
• Makes recommendations to improve processes or service opportunities.
• Contributes to the organization by actively participating in process improvement initiatives and shared decision making.

Skills

• Customer Conflict Management (Novice): Shows flexibility and open‑mindedness when priorities and goals change or when faced with conflicting points of view; initiates actions and demonstrates leadership that address problems and different points of view; escalates conflicts that cannot be resolved to a higher level; accepts opposing views constructively and contributes to a positive work climate.
• Documentation & Writing Skills (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate documentation and writing skills in practical applications of moderate difficulty; generally works under the direction of others while accomplishing assignments.
• Listening (Novice): Demonstrates the fundamental techniques of listening, including paying complete attention, avoiding interrupting speakers, seeking clarification when necessary, and acknowledging that the message has been received, if appropriate; is sensitive to speakers and understands the need to interpret nonverbal signs, such as body language, and inflection; makes an effort to fully clarify information; avoids emotional responses and reactions.
• Core Accountabilities – Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance.
• Core Accountabilities – Problem Solving/Complexity of work: Analyzes moderately complex problems using technical experience and judgment.
• Core Accountabilities – Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area.
• Core Accountabilities – Team Interaction: Provides informal guidance and support to team members.
• Core Capabilities – Supporting Colleagues: Develops self and others; builds and maintains relationships; communicates effectively.
• Core Capabilities – Delivering Excellent Services: Serves others with compassion; solves complex problems; offers meaningful advice and support.
• Core Capabilities – Ensuring High Quality: Performs excellent work; ensures continuous improvement; fulfills safety and regulatory requirements.
• Core Capabilities – Managing Resources Effectively: Demonstrates accountability; stewards organizational resources; makes data‑driven decisions.
• Core Capabilities – Fostering Innovation: Generates new ideas; applies technology; adapts to change.

Qualifications

• Relevant Work Experience: 5 years
• Education: Bachelor's degree

Benefits

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well‑being and professional growth.