Patient Experience Specialist II: Resolution & Care

OU Health; Oklahoma; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

PTO

401(k)

Job summary

OU Health in Oklahoma seeks a Patient Relations Specialist II to support the system-wide patient experience program. You will assist in service recovery, investigate patient and visitor complaints, and coordinate communications and documentation with leadership and legal teams.

You will input data into Patient Relations software, monitor trends, and help ensure timely acknowledgments and resolutions across departments.

Qualifications

• Bachelor's degree required.
• 3 years healthcare or risk management experience with patient/visitor complaints.
• Strong written and verbal communication skills.

Responsibilities

• Support daily Patient Relations operations across the system.
• Review complaints and determine escalation or grievance status.
• Perform service recovery and de-escalation as needed.
• Prepare letters and correspondence to patients or representatives.
• Document data in Patient Relations software and report trends.
• Collaborate with leadership to address location and volume trends.
• Conduct investigations into grievances with units and leadership.
• Escalate to appropriate stakeholders per policy and law.

Skills

Service recovery

De-escalation

Communication

Team collaboration

Education

Bachelor's Degree

Job description

OU Health in Oklahoma seeks a Patient Relations Specialist II to support the system-wide patient experience program. You will assist in service recovery, investigate patient and visitor complaints, and coordinate communications and documentation with leadership and legal teams.

You will input data into Patient Relations software, monitor trends, and help ensure timely acknowledgments and resolutions across departments.