Patient Experience & Grievance Specialist

IHA; Westerville (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Mount Carmel is seeking a Patient Relations Specialist to support the North Region, covering New Albany, St. Ann's, Dublin and Lewis Center. You will build strong relationships with patients, families and staff while addressing concerns and guiding them through resolution processes.

Day shift, full-time role focused on proactive rounds, complaint management, reporting, and collaboration with Risk Management to enhance patient experience and service quality across the Mount Carmel network.

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

Excellent empathetic customer service

Public speaking

Communication skills

Education

Bachelor's Degree

Tools

Computer Skills

Job description

Mount Carmel is seeking a Patient Relations Specialist to support the North Region, covering New Albany, St. Ann's, Dublin and Lewis Center. You will build strong relationships with patients, families and staff while addressing concerns and guiding them through resolution processes.

Day shift, full-time role focused on proactive rounds, complaint management, reporting, and collaboration with Risk Management to enhance patient experience and service quality across the Mount Carmel network.