Summary
POSITION SUMMARY
Position Summary:
The System Patient Relations Specialist serves as the primary contact for patients and family members who communicate concerns, complaints, or grievances and supports a positive patient and family experience through advocacy, service recovery, and effective issue resolution. This position is responsible for receiving. documenting, investigating, coordinating, and facilitating resolution of patient concerns received through telephone calls, written correspondence, electronic communication, in-person interaction, or other approved communication channels in accordance with organizational policy and applicable federal, state, and accreditation requirements. The same process is followed for affiliate hospitals: however, patient and family follow-up for affiliate hospitals is conducted through approved remote communication methods rather than in-person meetings. The System Patient Relations Specialist manages each case from intake through closure, collaborates with leaders and interdisciplinary teams, prepares grievance-related reports for committee and leadership review, and supports quality improvement, patient safety, and process improvement activities.
POSITION QUALIFICATIONS
Minimum Education
- Associates degree in healthcare, social services or psychology.
- Bachelor’s degree in healthcare, social services or psychology preferred.
Minimum Experience
- 2 years’ experience in healthcare, patient relations, or a related healthcare setting required
- Experience managing patient complaints, service recovery, grievance documentation, or issue resolution preferred
- Experience working collaboratively with leaders, providers, and interdisciplinary teams preferred
Required Registration/License/Certification
- None
