Patient Relations Representative

Intermountain Healthcare Inc.; United States; On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

PEAK tuition assistance

Job summary

Intermountain Health in Murray, Utah seeks a Patient Relations Specialist to resolve complaints and improve satisfaction through careful investigation and timely follow-up. This role handles inquiries, triages issues, and composes responses to patients, working 24 hours per week with a 4:00pm-9:00pm shift.

The position emphasizes scheduling meetings, collaborating with families, and documenting events in the system.

Qualifications

• One year clinical/healthcare experience.
• AS 400 & Tandem (HELP2) knowledge & experience preferred.
• Basic knowledge of medical terminology preferred.
• Knowledge of applicable tracking software, preferred. Computer skills, preferred.
• Provide notary services, preferred.
• Carrying.
• Hearing/listening.
• Manual Dexterity.
• Seeing.
• Sitting.
• Standing.
• Speaking.

Responsibilities

• Investigate situations to gather facts necessary for appropriate decision making.
• Assists in the scheduling and coordination of meetings which may include meetings with families.
• Actively participates in problem identification, documentation, and resolution.
• Receives incoming calls, resolves problems for patients or customers as appropriate and completes necessary documentation in the Event System.
• Triages customer issues and resolves appropriately.
• Works to resolve complaints or problems in a manner fair to the hospital/facility and to the patient.
• Responsible for timely follow up with the patient/family.
• Answers phones and directs calls as needed.
• Assists with patient relations efforts including listening to and resolving patient complaints, and reporting feedback from patients to the appropriate department heads as appropriate.
• Compose responses to patients/customers.

Skills

Communication

Listening

Problem solving

Manual dexterity

Hearing

Seeing

Sitting

Standing

Speaking

Tools

AS 400 & Tandem (HELP2)

Job description

Job Description

Works as a liaison to resolve complaints and grievances in an effort to improve patient satisfaction through patient and customer relations. What does it mean to be a caregiver with Intermountain?

Job Specifics

• Benefits eligible: Yes
• Shift details: 4:00pm-9:00pm, Monday-Friday with rotating weekends and holidays as needed

Job Essentials

• Investigate situations to gather facts necessary for appropriate decision making.
• Assists in the scheduling and coordination of meetings which may include meetings with families.
• Actively participates in problem identification, documentation, and resolution.
• Receives incoming calls, resolves problems for patients or customers as appropriate and completes necessary documentation in the Event System.
• Triages customer issues and resolves appropriately.
• Works to resolve complaints or problems in a manner fair to the hospital/facility and to the patient.
• Responsible for timely follow up with the patient/family.
• Answers phones and directs calls as needed.
• Assists with patient relations efforts including listening to and resolving patient complaints, and reporting feedback from patients to the appropriate department heads as appropriate.
• Compose responses to patients/customers.

Minimum Qualifications

• One year clinical/healthcare experience.
• AS 400 & Tandem (HELP2) knowledge & experience, preferred.
• Basic knowledge of medical terminology, preferred.
• Knowledge of applicable tracking software, preferred.Computer skills, preferred.
• Provide notary services, preferred.
• Carrying.
• Hearing/listening.
• Manual Dexterity.
• Seeing.
• Sitting.
• Standing.
• Speaking.

Location & Hours

Central Laboratory. Work City: Murray. Work State: Utah. Scheduled Weekly Hours: 24.

Compensation

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $19.41 - $28.14.

Benefits

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here.

• Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment.

Policy Statements

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment. To find out more about us, head to our career site here.

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor. Thanks for your interest in continuing your career with our team!