Patient Experience & Relations Advocate

Akron Children's; Akron (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Akron Children's is seeking a Patient Relations Specialist to serve as a liaison between patient families and the health care system, addressing concerns and grievances to ensure an outstanding patient experience.

The role collaborates with clinical and operational leaders to investigate issues, develop resolution strategies, and communicate policies to staff, patients, and families, while maintaining confidential records and supporting quality improvement.

Qualifications

• Bachelor's degree in healthcare, communications, psychology or related field strongly preferred.
• Minimum 3 years of relevant experience preferred.
• Licensure: None
• Certification: None
• Supervisory experience: None

Responsibilities

• Maintains complaint and grievance worklist and ensures timely resolution.
• Investigates complaints by interviewing patients and reviewing records.
• Collaborates with leaders to identify resolution strategies and communicate outcomes.
• Facilitates service recovery, provides support, de-escalation, and conflict resolution.
• Communicates policies to employees, patients, and families to enhance understanding.
• Acts as escalation point for unresolved issues and coordinates with leadership.
• Maintains confidential records of interactions, resolutions, and follow-ups.
• Involves Risk/Quality when higher-level intervention is needed.
• Works with care teams to address grievances and support quality improvement.
• Supports training and committee presentations on grievances and resolutions.

Skills

Excellent written and verbal

Public speaking

Conflict resolution

Collaboration across levels

Healthcare experience

MS Office

EPIC/EMR systems

Education

Bachelor's degree in Healthcare/Communications/Psychology

Tools

MS Office (Outlook/Excel/Word)

EPIC/EMR systems

Job description

Akron Children's is seeking a Patient Relations Specialist to serve as a liaison between patient families and the health care system, addressing concerns and grievances to ensure an outstanding patient experience.

The role collaborates with clinical and operational leaders to investigate issues, develop resolution strategies, and communicate policies to staff, patients, and families, while maintaining confidential records and supporting quality improvement.