Patient Relations Specialist, Full Time. First Shift

About the role

The primary responsibility of the Patient Relations Specialist is to manage patient and family complaints from intake through resolution, collaborating closely with department leaders to address concerns, improve communication, and ensure compliance with Ohio Department of Health and Joint Commission for Accreditation regulatory standards for documentation, follow up and reporting.

The role proactively identifies issues related to care delivery, patient rights, and access to services, supporting a culture of service excellence and continuous improvement. The overall goal is to advance healing and reduce suffering as part of the region's adult academic health system, striving for innovation and world-class care.

Responsibilities

• Advocate for patient rights, dignity, and equitable treatment as a primary patient representative.
• Foster a welcoming, inclusive environment by integrating patient and staff feedback with empathetic communication and collaborative problem solving.
• Provide strategic consultation to leadership and clinical teams to enhance the patient and family experience across the organization.
• Deliver timely, data-driven insights to leadership on patient experience trends, grievance patterns, and quality improvement initiatives.
• Apply evidence-based methodologies to strengthen service delivery and offer real-time coaching as needed.
• Educate staff on grievance indicators and advanced service recovery protocols in real time to elevate organizational responsiveness.
• Support interdepartmental collaboration by participating in unit leadership meetings to align operational goals with patient experience priorities.
• Assist families with complex logistical needs by offering expert guidance on hospital policies, accommodations, and support services.
• Practice empathetic, active listening to accurately capture and communicate patient concerns to clinical and administrative stakeholders.
• Coordinate complex family meetings to promote alignment between patients, families, and multidisciplinary care teams.
• Perform specialized administrative duties, including maintaining a state-required notary license and providing notary services to patients, families, and staff.
• Recommend process improvements to streamline workflows and reduce friction in the patient journey.
• Lead high-level service recovery interventions to address dissatisfaction following substandard service encounters.
• Exercise high emotional intelligence to de-escalate high-emotion situations and validate the psychological needs of patients and staff while problem solving.
• Partner with department leadership to evaluate, address, and resolve patient and family concerns through early intervention and clinical mediation.
• Perform risk assessment for high-stake scenarios (e.g., malpractice, personal injury, wrongful death, abuse, or missing personal property) and facilitate immediate escalation to Risk Management or Patient Safety.
• Route patient feedback—both accolades and complaints—ensuring rapid delivery to the appropriate department leaders.
• Escalate concerns up the chain of command as necessary if timely response is not provided.
• Maintain situational awareness to navigate and stabilize dynamic, high-stress clinical environments.
• Apply critical thinking and problem-solving to navigate complex complaint resolutions and ensure strict adherence to escalation hierarchies.
• Orchestrate referrals to specialized internal and external resources to ensure holistic patient support.
• Conduct rigorous follow-up with patients during and after the complaint or grievance process to verify resolution.
• Maintain meticulous records in the complaint and grievance management system (Midas), ensuring compliance with UC Health Standard Operating Procedures and regulatory policies.
• Deliver professional, courteous, and deeply empathetic service that leaves a lasting impression, whether over the phone or face-to-face.
• Utilize de-escalation techniques to support and calm upset patients and family members with respect and solution-oriented focus.
• Practice high-level active listening to build instant rapport, foster trust, and ensure understanding both on the phone and in person.
• Employ strategic questioning techniques to systematically uncover underlying issues and gather essential information.
• Ensure all written correspondence issued on UC Health letterhead reflects the highest standards of institutional integrity and professionalism.
• Transform intricate case details into cohesive, chronological accounts, articulating clear communication using only facts.
• Document all follow-up with patients, family members, and department leadership thoroughly within the case record in Midas.
• Systematically monitor cases to identify emerging trends and recurring issues.
• Proactively identify systemic vulnerabilities, formulate evidence-based recommendations, and facilitate resolutions that optimize service delivery outcomes.
• Contribute expert insight to the formulation and implementation of organizational policies and procedures focused on upholding patient rights and elevating satisfaction benchmarks.
• Oversee the end-to-end investigation process by providing timely, data-driven reports, integrating subjective and objective assessments.
• Actively participate in departmental briefings and complete mandatory advanced training sessions to ensure practice remains aligned with evolving industry standards and internal protocols.

Requirements

• Minimum: Associate’s degree. Preferred: Bachelor’s degree.
• Minimum: Three years’ experience in complaint management, conflict resolution, and customer service in a healthcare environment.
• Preferred: Notary Public for the State of Ohio.

Location: Cincinnati, OH, United States