Patient Relations Specialist

Job Summary

As our Patient Relations Specialist, you will be the primary liaison between patients, families, and providers, addressing concerns and ensuring a positive, compassionate experience. Your role upholds patient satisfaction and quality care. Every day you will listen to feedback, investigate issues, and facilitate communication for timely resolutions. You will also provide information, clarify policies, and advocate for patient rights, ensuring their needs are met with empathy.

Responsibilities

• Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns.
• Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care.
• Conducts follow-up to ensure customer satisfaction and to reduce risk.
• Reviews patient survey results to identify complaints or problems that require attention.
• Solves issues before they become major sources of concern.
• Documents complaints, suggestions, and compliments in a timely manner.
• Responds to patient and family grievances by listening to patient and/or family, determining the appropriate investigation and working toward a positive resolution.
• Acts as an intermediary between patients, staff and family to provide clear communication between all parties regarding any outstanding issues.
• Submits the appropriate response letters to the patient in accordance with state and federal regulations and internal policy and procedures.
• Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
• Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned); recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas.
• Generates reports for documented complaints and grievances.

Requirements

• Required Bachelors Other or five (5) years of related job or industry experience in lieu of degree, upon hire
• Minimum of three (3) years of risk management, patient safety and/or other related professional experience
• Minimum of two (2) years of experience managing/supervising employees and/or vendors