Patient Relations Specialist

Overview

Talent Pool - Administrative & ClericalFunctions as the primary contact for patients and their family members with questions or concerns about their care post visit or discharge and maintains system wide responsibility for grievance management. Works with department leaders and administration to resolve patient concerns and helps to reestablish patient trust when it has been damaged. The schedule for this role is Monday - Friday, 1st shift.

 

Responsibilities

 

 

• Receives patient questions and concerns with empathy and understanding
• Ensures responses to complaints and grievances follow hospital policies and CMS regulatory requirements.
• Documents all communications between patients, leaders, and the Patient Relations Specialist
• Seeks to resolve patient concerns expeditiously by focusing on what the patient feels is important
• Assists Department Directors in their response to patient complaints by clearly communicating expectations and requests of leaders to resolve patient concerns.
• Assists the Department Director in overseeing service efforts throughout the Health System by recognizing and reporting themes and performing basic data analysis of grievances to department leaders and Accreditation Services leadership.

Qualifications

 

EDUCATION:Bachelors - Required

 

EXPERIENCE:REQUIRED: 3 years of Customer Service experience.PREFERRED: 3 years of experience in a healthcare setting working directly with patients and family members.

 

LICENSURE/CERTIFICATION/REGISTRY/LISTING:REQUIREDPREFERRED