Patient Experience Advocate & Grievance Lead

OU Health; Oklahoma City (OK); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO

401(k)

Medical and dental plans

Job summary

OU Health is seeking a Patient Grievance and Relations Specialist II to support the system-wide patient experience program, applying high reliability principles to improve patient relations and safety across the health system.

This role partners with leadership to investigate grievances, prepare written communications, and ensure timely, compliant responses while promoting a culture of safety for patients and staff.

Qualifications

• Bachelor's Degree required.
• 3 years of experience in a healthcare position with direct patient/family interactions, or 3 years in risk management with complaints handling.
• Strong written communication and letter composition skills.
• Excellent interpersonal and cross-functional collaboration abilities.
• Ability to review medical records in an EHR and operate MS Office tools.

Responsibilities

• Support daily operations of the Patient Relations team, handling complaints across modalities.
• Review files in Patient Relations software and escalate as needed.
• Provide service recovery and de-escalation techniques to assist complainants.
• Ensure timely acknowledgments and resolution letters per policy.
• Document complaints thoroughly from the complainant's perspective.
• Collaborate with Legal, Risk, and Compliance as needed.

Skills

Review patient medical records

Service recovery

Written communication

Interpersonal skills

MS Office proficiency

Public speaking

Multitasking

Empathy

Education

Bachelor's Degree

Tools

EHR systems

Job description

OU Health is seeking a Patient Grievance and Relations Specialist II to support the system-wide patient experience program, applying high reliability principles to improve patient relations and safety across the health system.

This role partners with leadership to investigate grievances, prepare written communications, and ensure timely, compliant responses while promoting a culture of safety for patients and staff.