Customer Relationship Liaison

Patient Relations Consultant

Our teams shape strategic initiatives, have passion, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Clinical Risk Management team in the role of Patient Relations Consultant. This position is full-time, hybrid role (3 days on site, 2 days remote) located at Riley Hospital for Children.

Role Responsibilities

• The Patient Relations Consultant provides expertise and coordination in the management of patient complaints and grievances in compliance with federal, state, and regulatory agency requirements.
• Provides patients with appropriate channels for communication of satisfaction and dissatisfaction with the entity's services and seeks to facilitate resolution to complaints and grievances.
• Ensures actions and documentation reflect compliance with federal and state governmental regulations.
• Works collaboratively with the facility’s Risk Management Consultant, Leadership, and Patient Family Liaisons and/or local patient experience teams to ensure all patient complaints and grievances are addressed in accordance with the IU Health values.

Candidate Qualifications

• Requires a Bachelor's degree or completion within 12 months.
• 0-3 years of related experience is required.
• Requires the ability to align process management with policies and federal, state, or regulatory requirements.
• Requires experience involving extensive patient/public contact and crisis resolution.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nations healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The systems programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.