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Patient Relations Specialist

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Advocate Health Care

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

28.55 - 42.85 USD / Hour
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Job Responsibility:

  • Respond to and provides consultation, oversight, support and assistance with issues and concerns as they arise within the hospital regarding patients, patient family members, leadership and associates
  • Addresses the concerns of patients and/or family members and communicates with the hospital President regarding communications back to the patient/family member/visitor regarding their complaints and grievances
  • Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues
  • Identifies and refers to the Risk Management Department any incidents or other issues that are considered high risk
  • Responds to on-call pager and takes immediate action when paged to various units and/or requests within the hospital, and assists the unit manager in resolving patient issues
  • Acknowledges and supports the information desks and volunteers when patient and/or family members have concerns
  • Assists department Managers in recognizing trends and provides consultation for process improvements in order to eliminate areas of customer dissatisfaction
  • Collaborates and partners with administrative managers to ensure that complaints are appropriately addressed and resolved
  • Responds immediately in person or by phone when Code H is activated by a patient’s family member
  • Advises and assists hospital leaders in the coordination and follow-up of response and resolution of grievances
  • Advises and assists in creating innovative ways for hospital leaders as they seek resolution to issues
  • Patiently facilitates conversation with patient/families to uncover underlying situational dynamics
  • Maintains confidentiality regarding patient and employee information
  • Assists, as needed, in fulfilling requests for various patient/family situations within appropriate timeframes
  • Interacts sensitively with diverse populations and exhibit empathy toward individuals in all situations
  • Provides coaching and expertise for hospital leaders as they create their written and/or verbal response to patient concerns
  • Partners with the Risk Management Department in providing oversight and expertise regarding response letters created by hospital leadership
  • Creates letters of response on behalf of the President when requested, by the President, to do so
  • Responsible for the education and training of hospital leadership on the grievance/complaint process
  • Maintains an open door policy for Leadership staff as well as front-line associates who have questions regarding service recovery, or are seeking advice and/or consul regarding concerns, grievances, or service recovery implementation
  • Maintains a current listing of all database active users in conjunction with the department they are responsible for
  • Trains and educates new hospital leadership in the use of Good Samaritan Hospital’s Service Recovery Policy and the use of the Patient Relation Management System
  • Is available to respond to questions from hospital leadership regarding the use of the use of the Patient Relation Management System accounts
  • Reports out daily at Safety Huddle on the number of grievances, who it is assigned to and the main reason for grievance
  • Generates daily MIDAS report of open grievances
  • Attends daily safety huddle or provides information to a designee to report out
  • Provides good leadership and stewardship of resources related to service recovery and department budget
  • Works with SRCO and Risk Management when resolution to issue involves charge reduction

Requirements:

  • Bachelors degree or equivalent experience
  • 2-3 years of patient relations or health care needs coordination
  • Excellent problem solving and conflict management skills
  • 3 years of experience preferred in direct customer service in a health care environment
  • Knowledge of medical terminology
  • Proficiency with PC
  • Excellent written and verbal presentation skills
  • Excellent interpersonal and customer service skills
  • Strong organizational skills
  • Professional appearance and behavior a must
  • Ability to rapidly adapt to changing environment
  • Ability to support and interact with daily operations
  • Must be willing to attend educational activities related to patient relations work
  • Strong ability to interface with all levels of management to resolve patient complaints
  • Ability to lift up to 35 pounds without assistance
What we offer:
  • 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

Additional Information:

Job Posted:
January 29, 2026

Expiration:
February 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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