Patient Relations Representative

Department: 11204 Enterprise Corporate - Risk Management Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday - Friday 8am-5pm Experience in a Patient Advocate, Patient Relations, or similar healthcare-focused role preferred. Strong written and verbal communication skills, with the ability to communicate professionally and effectively with patients, families, staff, and leadership. Healthcare or hospital operations background strongly preferred. Knowledge of hospital and healthcare operations, including patient experience and complaint resolution processes. Experience with service recovery and resolving complex or sensitive patient concerns. Demonstrated professionalism, sound judgment, and a customer-service-oriented approach. Skilled in de-escalation techniques and managing difficult or emotionally charged situations. Strong investigative and problem-solving skills, with the ability to gather facts, analyze information, and identify appropriate resolutions. Experience handling patient complaints, grievances, and concerns in accordance with organizational policies and regulatory requirements. Resilient and receptive to constructive feedback, with the ability to maintain composure in challenging situations. Working knowledge of The Joint Commission standards, including grievance and complaint management processes. Ability to maintain confidentiality and handle sensitive information with discretion and professionalism. Advocate Health may approve those who wish to work out of the following registered states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. Pay Range: $25.30 - $37.95 Major Responsibilities: Communicates verbally and in writing with patients and families regarding their concerns. Anticipates what information will be needed to address their concern. Identifies patient expectations and probes into the root of the concern. Resolves problems and prioritizes needs requiring in-depth knowledge of policies and procedures. Answers, and initiates telephone calls and meets with patients and visitors providing procedural information and answering inquires related to operational and substantive matters. Analyzes patient experience data, complaints or concerns for trends and events to support measurements and intervention planning. Incorporates data into clinical operations problem/diagnosis identification. Initiates, recommends and/or participates in the development of improvement plans that include interventions and learnings designed to enhance patient outcome and reduce organizational liability. Assesses data reflective of patient status to create action plans and provide appropriate follow-up based on department's policies and procedures. Documents patient concerns and complaints. May independently resolve the patient concern or will coordinate resolution by working closely with patients, caregivers and physicians. Integrates quality and safety in evaluating patient complaints in attaining expected outcomes. Ensures that operational leaders and risk management are informed of high exposure or risk cases. Compiles documentation, develops and presents recommended responses for quality review. Develops correspondence in response to patient concerns and complaints, anticipating committee findings. Correspondence may include collaborating with physicians to outline an expected plan of care for the patient and conditions necessary for continued care. Communicates and explains various basic to complex processes that affect patient care, such as billing, coding, medical practices, etc. Performs a variety of moderately complex word processing such as creating/drafting correspondence, memos, and documents from rough draft, under verbal instruction, or independently. Makes decisions on format and layout and edits for accuracy and consistency of data. Acts as a resource for caregivers and physicians who are encountering unique patient circumstances. Responds to staff requests for service recovery remuneration for patient issues/concerns, provides guidance, reviews situation and uses discretion to prepare proposal for quality review committee consideration and approval. Licensure, Registration, and/or Certification Required: None Required. Education Required: High School Graduate. Experience Required: Typically requires 3 years of experience in customer service that includes experiences in complaint and conflict resolution, investigating and compiling concerns, and general health care processes and physician practice workflow. Knowledge, Skills & Abilities Required: Demonstrates knowledge of complaint and conflict resolution, investigating and compiling concerns, and general health care processes and physician practice workflow. Excellent communication (oral and written) and interpersonal skills. Ability to work with a varied population of patients, staff, leadership and physicians. Proficient computer skills, including the use of Microsoft Office suite (Word, Excel, Access, etc.) or similar products. Excellent conflict management skills including the ability to diffuse hostile or tense situations. Excellent problem solving, listening, customer service and organizational skills. Ability to independently develop correspondence, and independently problem solve. Ability to assess and interpret data, create action plans, and provide follow-up as described in established policies and procedures. Ability to effectively manage multiple priorities in a fast paced environment. Ability to work independently and in a team environment. Physical Requirements and Working Conditions: Exposed to a normal office environment. Must be able to sit majority of the day, and occasionally stand, walk, bend, stoop and twist torso. Must be able to lift and carry up to 10 lbs frequently and occasionally lift up to 20 lbs. Requires functional vision, speech, and hearing. This position requires travel so may be exposed to severe weather and road conditions. Operates all equipment necessary to perform the job. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care