Patient Experience Advocate & Resolution Specialist

UC Health; Cincinnati (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

UC Health in Cincinnati, OH seeks a Patient Relations Specialist to manage patient and family complaints from intake through resolution, collaborating with department leaders to address concerns and ensure regulatory compliance. The role emphasizes service excellence and continuous improvement across the organization.

Minimum Associates degree with 3+ years in healthcare complaint management is required; notary license preferred.

Qualifications

• Associates degree required; Bachelor’s preferred.
• Notary Public license preferred in Ohio.
• Minimum 3 years’ experience in complaint management, conflict resolution and healthcare customer service.

Responsibilities

• Advocate for patient rights, dignity, and equitable treatment as a primary patient representative.
• Foster a welcoming, inclusive environment by integrating patient and staff feedback with empathetic communication and collaborative problem solving.
• Provide strategic consultation to leadership and clinical teams to enhance the patient and family experience across the organization.
• Deliver timely, data driven insights to leadership on patient experience trends, grievance patterns, and quality improvement initiatives.
• Apply evidence based methodologies to strengthen service delivery and offer real-time coaching as needed.
• Educate staff on grievance indicators and advanced service recovery protocols in real time to elevate organizational responsiveness.
• Support interdepartmental collaboration by participating in unit leadership meetings to align operational goals with patient experience priorities.
• Assist families with complex logistical needs by offering expert guidance on hospital policies, accommodations, and support services.
• Practice empathetic, active listening to accurately capture and communicate patient concerns to clinical and administrative stakeholders.
• Coordinate complex family meetings to promote alignment between patients, families, and multidisciplinary care teams.
• Perform specialized administrative duties, including maintaining a state required notary license and providing notary services to patients, families, and staff as required by site.
• Recommend process improvements to streamline workflows and reduce friction in the patient journey.
• Lead high level service recovery interventions to address dissatisfaction following substandard service encounters.

Skills

Complaint management

Conflict resolution

Customer service

Communication

Notary Public (OH)

Education

Associates degree

Bachelor’s degree

Notary Public (Ohio)

Tools

Midas

Job description

UC Health in Cincinnati, OH seeks a Patient Relations Specialist to manage patient and family complaints from intake through resolution, collaborating with department leaders to address concerns and ensure regulatory compliance. The role emphasizes service excellence and continuous improvement across the organization.

Minimum Associates degree with 3+ years in healthcare complaint management is required; notary license preferred.