Patient Relations Specialist

Patient Relations Specialist - North Region (New Albany, St. Ann's, Dublin and Lewis Center)

Employment Type

Full Time

Shift

Day Shift

Position Purpose

In accordance with the Mission and Guiding Behaviors; the Patient Relations Specialist will take a proactive approach with anticipating the needs of our customers (patients, families & visitors). The Patient Relations Specialist will round as needed on customers to gather feedback, provide support and facilitate resolution of issues and complaints. Patient Relations Specialist will facilitate investigation, prepare response and track patient/family complaints, grievances and service concerns.

What You Will Do

• Develop and maintain excellent relationships with Mount Carmel Departments
• Perform and document hospital rounds; meet with patients, family members, visitors, and colleagues
• Visit units as needed to coordinate customer service and assist staff in managing challenging customer relationships
• Maintain a database related to process and outcomes related to patient grievance management
• Facilitate investigation and manage response to complaints and grievances
• Follow current regulatory guidelines and standards regarding investigating and resolving patient grievances
• Collaborate with Risk Management to investigate and respond to grievances as needed
• Assist patients/families in accessing grievance processes and coordinate written communication regarding resolution of grievances
• Prepare reports on complaint and grievance processes and outcomes for process improvement
• Provide opportunities for staff to acquire and maintain knowledge through informal training and development programs (i.e., Communicate with H.E.A.R.T) to enhance staff skills in handling patient and family complaints
• Participate in committees and meetings with peers, managers, administration, and physicians, providing the "voice of the patient and family"

Minimum Qualifications

• Bachelor's Degree
• Minimum 1 year in a healthcare customer service setting
• Excellent, detailed work performance and writing ability
• Excellent empathetic customer service and personal relations skills
• Effective public speaking skills
• Good knowledge of hospital operations and general equipment and supplies
• Computer Skills - proficient and efficient
• Effective Communication Skills

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.