Patient Relations Advisor

Parkland Community Health Plan; Dallas, Northern (TX, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Parkland Community Health Plan is seeking a Patient Relations Advisor to manage and resolve patient feedback from intake to closure. You will investigate complex concerns, prepare formal responses, and advise clinical partners on complaint handling while ensuring regulatory compliance.

The role emphasizes empathy, diplomacy, and data-driven improvements. Collaboration with hospital and clinics is essential to uphold Parkland’s patient-centered culture.

Qualifications

• Bachelor's degree in health care, business or related field or completed within 24 months of hire date.
• Two years of experience in patient relations/advocacy, quality, healthcare regulatory environment, or related field.
• CPXP designation preferred.

Responsibilities

• Owns complaints and grievances from inception to resolution with thorough investigations.
• Writes response letters in accordance with regulatory guidelines.
• Addresses patient feedback quickly and with organizational procedures.
• Advises staff on patient/visitor complaints requiring immediate attention.
• Maintains CMS compliance for management and closure of complaints and grievances.
• Monitors data to identify trends and recommends service or operational changes.

Skills

Communication skills

Written communication

Empathy

De-escalation

Conflict resolution

Data analysis

Crisis intervention

Team leadership

Education

Bachelor's degree in health care, business or related field

Master's degree in health care or related field

Job description

## Patient Relations AdvisorApplylocations: Main Hospital Bldg - 1st Flrtime type: Full timeposted on: Posted Todayjob requisition id: 987214**PRIMARY PURPOSE**Serve as an institutional ambassador charged with the solicitation, reception, management, and timely resolution of visitor and patient feedback, to include complaints, grievances, compliments and suggestions.**MINIMUM SPECIFICATIONS****Education*** Must have a Bachelors degree in health care, business or related field, or have it completed within 24 months of hire date.* Prefer a Masters degree in health care or related field.**Experience*** Must have two (2) years of experience working in a Patient Relations/Advocacy, Quality, healthcare regulatory environment, healthcare (general), business, or a related profession.* Prefer five (5) years of experience working in a health care environment, or related field, with three (3) working in advocacy.* Experience in complaint management, mediation, conflict negotiation, data management, interpersonal communication, and crisis intervention strongly preferred.**Certification/Registration/Licensure*** Certified Patient Experience Professional (CPXP) designation is preferred.**Skills or Special Abilities*** Must have knowledge and be able to support the hospitals mission, philosophy, values and vision.* Must have excellent interpersonal relationship skills including communication (oral and written).* Must have excellent customer service intuition and skills.* Must have keen analytical and problem-solving skills.* Must demonstrate ability to empathize and relate to individuals of diverse backgrounds.* Must be a diplomatic communicator with the ability to interact with staff and clients in an objective, non-judgmental manner.* Must be able to de-escalate emotionally charged situations, and also maintain own composure in emotionally charged and/or stressful situations.* Must be able to effectively represent clients and maintain confidentiality in all circumstances.* Must be capable of analyzing data in the development of resources and tools for departmental customers.* Must be able to meet deadlines in a fast-paced environment.* Must be able to work both independently and as a team member and/or leader.* Must be able to handle stressful situations in a professional and empathetic manner.* Must be able to demonstrate basic computer skills.**Responsibilities*** In partnership with relevant and appropriate senior leaders and/or managers, manages ownership of complaints, and grievances to from inception to resolution. Leads thorough investigation of complaints and grievances on matters that are that are often complex, highly sensitive, and that require well developed analytical skills and extensive follow-up.* Writes response letters to grievances in accordance with regulatory guidelines.* Uses critical thinking skills to be able to quickly and thoroughly address patient feedback in accordance with organizational procedures and regulatory guidelines.* Serves as a consultant to health system staff on patient and/or visitor complaints requiring immediate attention.* Maintains compliance with CMS regulatory requirements for management and closure of complaints and grievances.* Serves as a role model and leader in the support a patient/customer focused culture.* Assists in the interpretation of patient complaint and grievance data for clinical partners.* Day-to-day usage and execution of the steps of the complaint management system(s) to ensure the effective and efficient tracking of all patient complaint activity.* Liaises with assigned patient care areas, serving as a resource for regulatory and practice standards related to the management of complaints and grievances.* Utilizes customer post feedback and trends to facilitate system improvements to better meet the consumers needs and shares this information with the local departments on a routine basis. Utilize findings from complaint and grievance investigations to make recommendations for identified service or operational changes.* Serves as committee representative for assigned areas as warranted.* Using appropriate data and reports, monitors healthcare complaint and grievance market/site climate and identify any patterns or trends in patient relations activity to propose solutions to address.* Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland. Assists with special projects or other duties as assigned, including, but not limited to assisting in development of policies and procedures for the department and organization.* Participates in the identification of candidates for possible inclusion on patient advisory council(s).* In line with budgetary constraints and maintaining fiscal responsibility, reviews requests and makes determinations related to the provision of service recovery items to patients and guests.* Provides technical and practical training to hospital and clinic employees on use of complaint management and patient relations resources.**Job Accountabilities*** Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.* Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.* Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.