Patient Relations Specialist Job at American Nursing Care (Tacoma)

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)

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Patient Relations Specialist

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