Patient Experience Specialist – South Region

IHA; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Mount Carmel is seeking a Patient Relations Specialist for the South Region (East, Grove City and Diley). You will engage with patients, families and visitors to anticipate needs and facilitate resolution of concerns.

Responsibilities include rounds, documenting grievances, coordinating with staff and risk management, and providing reports to improve processes. The role emphasizes patient advocacy and service excellence in a busy hospital setting.

Qualifications

• Bachelor's degree required.
• 1 year healthcare customer service experience minimum.
• Strong writing and attention to detail.
• Empathetic customer service and interpersonal skills.
• Strong public speaking ability.
• Knowledge of hospital operations and equipment.
• Proficient computer skills.

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 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

Writing ability

Empathetic customer service

Public speaking

Hospital operations knowledge

Computer skills

Communication skills

Education

Bachelor's Degree

Job description

Mount Carmel is seeking a Patient Relations Specialist for the South Region (East, Grove City and Diley). You will engage with patients, families and visitors to anticipate needs and facilitate resolution of concerns.

Responsibilities include rounds, documenting grievances, coordinating with staff and risk management, and providing reports to improve processes. The role emphasizes patient advocacy and service excellence in a busy hospital setting.