Patient Experience & Resolution Specialist

Mount Carmel Health System; Westerville (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Job summary

Mount Carmel Health System in Ohio is seeking a Patient Relations Specialist for the North Region (New Albany, St. Ann's, Dublin and Lewis Center).

The role focuses on proactively identifying patient, family, and visitor needs, rounding to gather feedback, and facilitating resolution of issues and grievances. The position emphasizes collaboration with departments and Risk Management to investigate grievances, maintain records, and provide staff with development opportunities to improve service

Qualifications

• Bachelor's Degree required.
• Minimum 1 year in a healthcare customer service setting.
• Excellent writing ability and detail-oriented work.
• Empathetic customer service and interpersonal skills.
• Strong public speaking skills.
• Knowledge of hospital operations and equipment.

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

Healthcare customer service

Empathetic communication

Public speaking

Attention to detail

Written communication

Computer skills

Effective communication

Education

Bachelor's Degree

Job description

Mount Carmel Health System in Ohio is seeking a Patient Relations Specialist for the North Region (New Albany, St. Ann's, Dublin and Lewis Center).

The role focuses on proactively identifying patient, family, and visitor needs, rounding to gather feedback, and facilitating resolution of issues and grievances. The position emphasizes collaboration with departments and Risk Management to investigate grievances, maintain records, and provide staff with development opportunities to improve service