Patient Relations Specialist - Full Time

Mercy Health Corporation; Freeport (IL); On-site; USD 24,000 - 35,000; Full time

Job summary

Mercyhealth seeks a Patient (Customer) Experience Specialist to enhance the patient journey and support service recovery. This role focuses on intake, investigation, and timely responses to complaints using RL Solutions and CipherHealth tools, while coordinating with care teams to improve satisfaction.

Ideal candidates have strong communication and conflict-resolution skills, with the ability to analyze survey data and report on patient experiences.

Qualifications

• High school diploma or equivalent and customer service experience preferred.
• Strong interpersonal/communication and conflict resolution skills.
• Able to read/interpret safety rules and write routine reports.

Responsibilities

• Facilitate complaint and grievance management using RL Solutions (intake, investigation, processing, response, file maintenance).
• Manage survey processes and report functions.
• Navigate Mercyhealth EMR.
• Provide information to patients and families regarding policies and services.
• Perform proactive patient experience rounds and service recovery efforts.

Skills

Interpersonal communication

Conflict resolution

Verbal communication

Written communication

Reading comprehension

Data interpretation

Civility and tact

Problem solving

Education

High school diploma or equivalent

Tools

RL Solutions

CipherHealth Orchid Rounding

EMR navigation

Database software

Spreadsheet software

Word processing software

Email/Internet/Social Media

Job description

Overview

The Patient (Customer) Experience Specialist is responsible for enhancing the healthcare experience for patients and their families. The partner is responsible for facilitating service recovery by facilitating conflict management and complaint resolution.

Schedule

Monday-Friday, 40 hours/week

Shift

Days

Essential Duties and Responsibilities

• Intake and facilitate complaint and grievance management process using RL Solutions software (intake, investigation, processing, response, file maintenance)
• Manages survey processes and report functions
• Navigation of MHS EMR
• Knowledge of regulatory standards for rights, ethics and patient safety
• Perform proactive patient experience rounds on inpatients
• Communicating with patients via phone or face-to-face for proactive or reactive service recovery efforts while promoting teamwork and positive patient perceptions through managing up techniques
• Identifies and follows through with patient needs or requests
• Follow-up with all relevant stakeholders to ensure that service discrepancies have been resolved
• Be an expert in Critical Moments of Service standards
• Develops a relationship of trust with patient or family
• Provides information to the patient and their families regarding hospital policy, procedures and services.
• Reinforces patient experience best practices and aligns patient perceptions with the successful execution of these best practices
• Assist nursing and support service leadership in identifying process improvement opportunities
• Provides meaningful, real-time, service excellence coaching to Mercyhealth partners
• Knowledge of industry best practices and initiatives to help departments achieve their patient satisfaction goals
• Complete occurrence reports for any qualifying events
• Complete documentation as appropriate including proactive patient rounding on CipherHealth Orchid Rounding application

Education and Experience

High school diploma or equivalent and high level of customer service experience preferred.

Skills and Abilities

Strong interpersonal/communication and conflict resolution skills.

Strong verbal and written communication skills.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to communicate with civility and tact when interacting with leadership team and customers.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to interpret and explain percentile rank, mean, median, and statistically significant data.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to critically think and solve problems involving several concrete variables in standardized situations.

To perform this job successfully, an individual should have intermediate knowledge of Database software; Spreadsheet software and Word Processing software, Email software, Internet, and Social Media.

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

PAY RANGE

$17.57 - $25.48

Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.

Mercyhealth offers competitive pay and a comprehensive benefits package including:

• Medical, Dental, Vision
• Life & Disability Insurance
• FSA/HSA Options
• Generous, accruing paid time off
• Paid Parental and caregiver leave
• Career advancement and educational opportunities
• Tuition and certification reimbursement
• Certification Reimbursement
• Well-being Programs
• Employee Discounts
• On-Demand Pay
• Financial Education
• Annual recognition/awards events
• Partner appreciation days
• Family entertainment/attractions discount
• Community service/improvement opportunities

At Mercyhealth, we don't simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including:

• #1 in the nation on AARP's Best Employers for Workers Over 50
• One of Working Mother magazine's 100 Best Companies for Working Mothers
• A Top 50 Company and Top 10 Nonprofit for Executive Women