Patient Experience & Resolution Specialist

Naples Comprehensive Health - NCH; Naples (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Naples Comprehensive Health - NCH in Naples, FL seeks a Patient Relations Representative to review and resolve patient complaints as part of the patient advocacy program. The role supports Risk Management in analyzing grievances related to patient care and the quality of medical services per Florida statute.

The incumbent mediates conflicts, deescalates complex situations, and guides patients and families through the healthcare system’s complaint processes, ensuring timely, compliant resolutions.

Qualifications

• Requires Bachelor’s Degree or higher with 1 year customer service experience OR an Associate Degree with 4 years, or a High School/GED with 7 years of customer service.
• Strong listening and communication skills to understand patient needs and resolve issues.
• Compassionate attitude to support patients’ quality of life and comfort during resolution.
• Understanding of state and federal regulations as they relate to patients and conflict management.
• Intermediate computer skills: Word, Excel, Outlook and Windows.

Responsibilities

• Handle daily contact with patients regarding satisfaction and rights issues.
• Process intake of patient complaints and promote understanding of complaint procedures.
• Open and close patient grievances per policy and timely deadlines.
• Document findings clearly in the Grievance tracking system and note actions taken.
• Coordinate reviews with Regulatory and Risk Management bodies and notify relevant leaders.
• Assist staff education in communication, service recovery and resolution strategies.
• Support system-wide patient/family complaint processes as assigned by Risk Management leadership.
• Serve on the Patient Grievance, Patient Experience and Family Advisory committees.

Skills

Active listening

Problem solving

Effective communication

Compassionate attitude

Education

Bachelor’s Degree

Associate Degree

High School Diploma / GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Windows

Job description

Naples Comprehensive Health - NCH in Naples, FL seeks a Patient Relations Representative to review and resolve patient complaints as part of the patient advocacy program. The role supports Risk Management in analyzing grievances related to patient care and the quality of medical services per Florida statute.

The incumbent mediates conflicts, deescalates complex situations, and guides patients and families through the healthcare system’s complaint processes, ensuring timely, compliant resolutions.