Patient Relations Specialist

Montgomery College; United States; On-site; USD 36,000 - 55,000; Full time

Job summary

Vanderbilt Health in Nashville, TN seeks a Patient & Guest Services professional to serve as a neutral intermediary between patients, families, guests, staff, and faculty, promoting fairness and enhancing the patient experience.

The role emphasizes documenting feedback, coordinating with clinical teams, and contributing to service improvements; teamwork and communication are essential in this patient-centered organization.

Qualifications

• Serves as a neutral intermediary between patients, families, guests, staff, and faculty.
• Encourages open communication and promotes fairness to improve patient experience.
• Contributes to process improvement initiatives and shared decision making.

Responsibilities

• Receives and documents complaints and compliments.
• Engages relevant clinical or management staff to evaluate and respond.
• Facilitates timely response in an appropriate manner.
• Makes recommendations to improve processes or service opportunities.
• Contributes to the organization by actively participating in process improvement initiatives and shared decision making.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Skills

Customer Conflict Management

Documentation & Writing Skills

Listening

Job description

Discover Vanderbilt Health: With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world‑class care to the people of the Mid‑South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization: Patient & Guest Services

Job Summary

Serves as a neutral intermediary between patients, families, guests, staff, and faculty by encouraging open communication and promoting fairness to enhance the patient experience and strengthen the organizational commitment to service excellence.

KEY RESPONSIBILITIES

• Receives and documents complaints and compliments.
• Engages relevant clinical or management staff to evaluate and respond.
• Facilitates timely response in an appropriate manner.
• Makes recommendations to improve processes or service opportunities.
• Contributes to the organization by actively participating in process improvement initiatives and shared decision making.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES

• Customer Conflict Management (Novice): Shows flexibility and open‑mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate.
• Documentation & Writing Skills (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate documentation and writing skills in practical applications of moderate difficulty. Generally works under the direction of others while accomplishing assignments.
• Listening (Novice): Demonstrates the fundamental techniques of listening, including paying complete attention, avoiding interrupting speakers, seeking clarification when necessary, and acknowledging that the message has been received, if appropriate. Is sensitive to speakers and understands the need to interpret nonverbal signs, such as body language, and inflection. Makes an effort to fully clarify information. Avoids emotional responses and reactions.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings. These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid‑South. Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

Core Accountabilities: Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support to team members.

Core Capabilities : Supporting Colleagues

• Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas.
• Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.
• Communicates