Patient Relations Specialist - Full Time

Mercy Health System Corporation; United States; On-site; USD 25,000 - 34,000; Full time

Job summary

Mercyhealth seeks a Patient (Customer) Experience Specialist to improve the patient and family experience and to lead service recovery efforts. The role involves intake, investigation, and resolution of complaints, plus proactive rounds and real-time coaching to staff.

Responsibilities include navigating the EMR, managing surveys, and coordinating with leadership to drive patient satisfaction and regulatory compliance.

Qualifications

• High school diploma or equivalent and customer service experience preferred.
• Strong interpersonal/communication skills and conflict resolution abilities.
• Experience navigating EMR and handling patient communications.

Responsibilities

• Intake and facilitate complaint and grievance management process using RL Solutions software.
• Manage survey processes and report functions.
• Perform proactive patient experience rounds and communicate with patients for service recovery.
• Develop trust with patients and provide information on hospital policies and services.
• Complete occurrence reports for qualifying events.

Job description

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

Benefits

• 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

Equal Opportunity Employer

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.

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 For over 135 years, Mercyhealth has provided high-quality health care to residents throughout northern Illinois and southern Wisconsin. We have a passion for providing comprehensive health care close to home for area residents through our six hospitals and 85 primary and specialty care locations. As an integrated health system, you can come to us for routine health care, like annual physicals, immunizations and preventive health screenings, as well as highly specialized care, such as neonatal intensive care, heart surgery, stroke care, neurosurgery, cancer treatment and much more. The range of Mercyhealth's specialties and the skills of our doctors, nurses and clinical staff are truly extraordinary.