Patient Relations Specialist

Trinity Health; Westerville (OH); On-site; USD 40,000 - 65,000; Full time

Job summary

Mount Carmel, a member of Trinity Health, seeks a Patient Relations Specialist for the North Region (New Albany, St. Ann's, Dublin and Lewis Center).

You will proactively anticipate needs of patients, families and visitors, round on customers, gather feedback and facilitate resolution of issues and grievances. Under the direction of Risk Management and administration, you will maintain grievance databases, prepare responses, and report outcomes for process improvement.

Qualifications

• Bachelor's degree required.
• Minimum 1 year in healthcare customer service.
• Excellent written and verbal communication.
• Strong empathy and public speaking skills.
• Good knowledge of hospital operations and equipment.

Responsibilities

• Develops and maintains relationships with Mount Carmel departments.
• Performs hospital rounds with patients, families and visitors.
• Visits units to coordinate customer service and assist staff with grievances.
• Maintains a database related to grievances and outcomes.
• Facilitates investigations and responds to complaints and grievances.
• Supports compliance with regulatory guidelines in grievance resolution.
• Collaborates with Risk Management on investigations and responses.
• Assists patients and families with grievance processes and communications.
• Prepares reports on complaints and outcomes for process improvement.
• Provides staff training to enhance handling of patient complaints.
• Participates in committees to provide the voice of the patient and family.

Skills

Public Speaking

Written Communication

Customer Service

Relationship Building

Computer Skills

Effective Communication

Hospital Operations Knowledge

Education

Bachelor's Degree

Job description

Employment Type: Full time Shift: Day Shift Description:

Patient Relations Specialist - North Region (New Albany, St. Ann's, Dublin and Lewis Center)

Position Purpose:

In accordance with the Mission and Guiding Behaviors; the Patient Relations Specialist will take a proactive approach with anticipating the needs of our customers (patients, families & visitors.) The Patient Relations Specialist will round as needed on customers to gather feedback, provide support and facilitate resolution of issues and complaints. Patient Relations Specialist will facilitate investigation, prepare response and track patient/family complaints, grievances and service concerns.

What you will do:

• 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 (ie. Communicate with H.E.A.R.T) 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"

Minimum Qualifications:

• Bachelor's Degree

• Minimum 1 year in a healthcare customer service setting

• Excellent, detailed work performance and writing ability

• Excellent empathetic customer service and personal relations skills

• Effective public speaking skills

• ·Good knowledge of hospital operations and general equipment and supplies

• Computer Skills - proficient and efficient
• Effective Communication Skills

Ministry/Facility Information:

Mount Carmel, a member of Trinity Health, has been a transforming healing presence in Central Ohio for over 135 years. Mount Carmel serves over 1.3 million patients each year at our five hospitals, free-standing emergency centers, outpatient facilities, surgery centers, urgent care centers, primary care and specialty care physician offices, community outreach sites and homes across the region. Mount Carmel College of Nursing offers one of Ohio's largest undergraduate , graduate, and doctor of nursing programs. If you’re seeking a rewarding career where your purpose, passion, and desire to make a difference come alive, we invite you to consider joining our team. Here, care is provided by all of us For All of You!

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.