Patient Relations Specialist

Patient Relations Specialist

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings.

The posted compensation range of $26.76 - $44.16 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.

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.

Please note: This is position is temporary 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. To be successful in this role, you need exceptional interpersonal and conflict resolution skills, plus a deep understanding of patient rights and policies. Your ability to communicate effectively, maintain composure, and champion a patient-centered approach will be essential for fostering trust and enhancing the patient experience.

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. Resolves 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, determines the appropriate investigation and works 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.

Required

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