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Patient Relations Specialist

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American Nursing Care

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Location:
United States , Tacoma

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

26.76 - 39.81 USD / Hour
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Job Description:

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. 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.

Job Responsibility:

  • 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
  • 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

Requirements:

  • Bachelor's degree or 5 years of related job or industry experience in lieu of degree
  • Minimum of 3 years of risk management, patient safety and/or other related professional experience
  • Minimum of 2 years of experience managing/supervising employees and/or vendors
What we offer:
  • medical
  • prescription drug
  • dental
  • vision plans
  • life insurance
  • paid time off
  • tuition reimbursement
  • retirement plan benefits including 401(k), 403(b)

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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