Patient Experience & Grievance Specialist

Mount Carmel Health System; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Mount Carmel Health System in Columbus, OH is seeking a Patient Relations Specialist for the South Region (East, Grove City and Diley) to proactively assist patients, families and visitors, gathering feedback, and facilitating resolution of issues.

You will conduct rounds, document grievances, coordinate with risk management, and provide staff training opportunities to enhance patient experience and service recovery.

Qualifications

• Bachelor's degree required.
• Minimum 1 year in a healthcare customer service setting.
• Excellent, detailed work performance and writing ability.
• Excellent empathetic customer service and personal relations skills.
• Effective public speaking skills.
• Good knowledge of hospital operations and general equipment and supplies.
• Computer Skills - proficient and efficient.
• Effective Communication Skills.

Responsibilities

• Develops and maintains excellent relationships with Mount Carmel Departments.
• Performs and documents hospital rounds; meeting with patients, family members, visitors and colleagues.
• Visits units as needed to coordinate customer service and assist staff in management of challenging customer relation situations.
• Maintains a database related to process and outcomes related to patient grievance management.
• Facilitates investigation and manages response to complaints and grievances.
• Follows current regulatory guidelines and standards in regard to investigating and resolving patient grievances.
• Collaborates with Risk Management to investigate and respond to grievances as needed.
• Assists patient/family in accessing grievance processes and coordinates written communication regarding resolution of grievances.
• Prepares reports on complaint and grievance process and outcomes for process improvement.
• Provides opportunities for staff to acquire and maintain knowledge through informal training and development programs (ie. Communicate with H.E.A.R.T) to enhance staff skills in handling patient and family complaints.
• Participates in committees and meetings with peers, managers, administration and physicians by providing the "voice of the patient and family"

Skills

Customer service

Writing

Public speaking

Communication

Hospital operations knowledge

Computer skills

Education

Bachelor's Degree

Job description

Mount Carmel Health System in Columbus, OH is seeking a Patient Relations Specialist for the South Region (East, Grove City and Diley) to proactively assist patients, families and visitors, gathering feedback, and facilitating resolution of issues.

You will conduct rounds, document grievances, coordinate with risk management, and provide staff training opportunities to enhance patient experience and service recovery.