Patient Resolution & Complaints Administrator
Our client operates in the healthcare industry with a focus on proactive health care through advanced whole-body scanning technology. The company addresses the challenge of late diagnosis by offering a fast, safe, and non-invasive MRI-based service combined with integrated hardware, software, and AI. It maintains a patient-centric approach across its domestic and global clinics to improve early detection and patient outcomes.
About the role
The Patient Resolution & Complaints Administrator manages the entire complaint lifecycle to ensure patient concerns are addressed efficiently and empathetically. This position acts as the primary contact for patients, coordinating internally to investigate issues and deliver timely resolutions, thereby contributing to improved patient satisfaction and systemic healthcare improvements.
Responsibilities
- Monitor and collect patient complaints from multiple channels.
- Log detailed complaint records into the central system.
- Serve as the main patient contact to gather information and communicate next steps.
- Assess complaints to determine severity and appropriate resolution paths.
- Coordinate with specialized internal teams for clinical, financial, legal, and operational support.
- Keep patients informed while managing communication with backend specialists.
- Deliver clear, empathetic resolutions and issue refunds or apologies as necessary.
- Document case outcomes thoroughly to close files.
- Tag cases to support trend analysis and continuous system improvement.
- Track and optimize key performance indicators related to complaint handling.
Requirements
- Minimum 3 years experience in patient advocacy, healthcare operations, or complaint resolution.
- High emotional intelligence with strong listening and conflict de-escalation skills.
- Strong project management and organizational abilities.
- Experience with ticketing systems, CRMs, or electronic health records.
- Understanding of complaints as data for systemic improvements.
- Legal authorization to work in the United States without employer visa sponsorship.