Patient Experience & Grievance Specialist

Akron Children's Hospital; Akron (OH); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Akron Children's Hospital in Akron, OH is seeking a Patient Relations Specialist to serve as a liaison between patient families and the health care system. You will address patient care concerns, investigate complaints, and facilitate timely resolutions to improve the patient experience.

You will collaborate with clinical and operational leaders, maintain confidential records, and support service recovery, de-escalation, and family-centered care initiatives across departments.

Qualifications

• Bachelor's degree in healthcare, communications, psychology, or related field preferred.
• Minimum 3 years of relevant experience preferred.
• Experience in healthcare is strongly preferred.
• Excellent written and verbal communication skills required.
• Proficiency in MS Office; EPIC or other EMR experience preferred.

Responsibilities

• Maintains the complaint and grievance worklist in the tracking system until resolution.
• Investigates complaints by interviewing patients and reviewing records as needed.
• Collaborates with leaders to identify resolution strategies and responds to complaints.
• Facilitates service recovery, de-escalation, and crisis intervention when needed.
• Communicates policies and procedures to employees, patients, and families.
• Acts as escalation point for unresolved concerns and supports quality improvement.
• Maintains confidential records of interactions and follow-up activities.
• Identifies situations requiring higher-level intervention and engages Risk/QA teams.
• Works with nursing, medical staff, admin, and social workers to address grievances.
• Assists with training and presents grievances/resolutions to the Grievance Committee.

Skills

Communication skills

Public speaking

Conflict resolution

Collaboration

Healthcare experience

MS Office

EMR systems (EPIC)

Education

Bachelor's degree in Healthcare

Bachelor's in Communications

Bachelor's in Psychology

Tools

EPIC

Job description

Akron Children's Hospital in Akron, OH is seeking a Patient Relations Specialist to serve as a liaison between patient families and the health care system. You will address patient care concerns, investigate complaints, and facilitate timely resolutions to improve the patient experience.

You will collaborate with clinical and operational leaders, maintain confidential records, and support service recovery, de-escalation, and family-centered care initiatives across departments.