Patient Experience & Grievance Specialist

Trinity Health; Westerville (OH); On-site; USD 40,000 - 65,000; Full time

Job summary

Mount Carmel, a member of Trinity Health, seeks a Patient Relations Specialist for the North Region (New Albany, St. Ann's, Dublin and Lewis Center).

You will proactively anticipate needs of patients, families and visitors, round on customers, gather feedback and facilitate resolution of issues and grievances. Under the direction of Risk Management and administration, you will maintain grievance databases, prepare responses, and report outcomes for process improvement.

Qualifications

• Bachelor's degree required.
• Minimum 1 year in healthcare customer service.
• Excellent written and verbal communication.
• Strong empathy and public speaking skills.
• Good knowledge of hospital operations and equipment.

Responsibilities

• Develops and maintains relationships with Mount Carmel departments.
• Performs hospital rounds with patients, families and visitors.
• Visits units to coordinate customer service and assist staff with grievances.
• Maintains a database related to grievances and outcomes.
• Facilitates investigations and responds to complaints and grievances.
• Supports compliance with regulatory guidelines in grievance resolution.
• Collaborates with Risk Management on investigations and responses.
• Assists patients and families with grievance processes and communications.
• Prepares reports on complaints and outcomes for process improvement.
• Provides staff training to enhance handling of patient complaints.
• Participates in committees to provide the voice of the patient and family.

Skills

Public Speaking

Written Communication

Customer Service

Relationship Building

Computer Skills

Effective Communication

Hospital Operations Knowledge

Education

Bachelor's Degree

Job description

Mount Carmel, a member of Trinity Health, seeks a Patient Relations Specialist for the North Region (New Albany, St. Ann's, Dublin and Lewis Center).

You will proactively anticipate needs of patients, families and visitors, round on customers, gather feedback and facilitate resolution of issues and grievances. Under the direction of Risk Management and administration, you will maintain grievance databases, prepare responses, and report outcomes for process improvement.