Senior Patient Relations & Experience Specialist

OU Medicine, Inc.; Central Park (WA); Presencial; USD 55.000 - 85.000; Jornada completa

Descripción de la vacante

OU Health seeks a Patient Relations Specialist II to support system-wide patient experience efforts, handling complaints and pursuing timely resolutions.

Required: Bachelor's degree and 3 years of healthcare experience with direct patient interactions, plus proficiency in EHR and MS Office and strong written and verbal communication. Experience with regulatory timelines is a plus.

You will collaborate with leadership and teams to drive safety, service recovery, and compliant, compassionate care.

Formación

• Bachelor's Degree required.
• 3 years of experience in a healthcare position with direct patient and family interactions, or 3 years in a risk management role with direct navigation of patient and visitor complaints.
• Knowledge of patient safety principles and ability to review patient medical records in an EHR.

Responsabilidades

• Supports the daily operations of the Patient Relations team across modalities.
• Reviews daily files submitted into Patient Relations software for attention or review.
• Analyzes files to determine escalation from complaint to grievance and initiates actions.
• Provides service recovery and de-escalation techniques to assist complainants navigate rights to file a complaint.
• Maintains adherence to regulatory timelines and drafts acknowledgement and resolution letters.
• Composes and mails letters to patients or representatives relating to grievances and related communications.
• Inputs data into Patient Relations software to track trends and improve service.
• Communicates with leadership to identify areas needing focus based on trends and feedback.
• Conducts investigations into grievances with interviews, chart reviews, and debriefings as needed.
• Escalates concerns to appropriate stakeholders per policy and regulatory requirements.

Conocimientos

Patient interaction

Service recovery

De-escalation

Written communication

Interpersonal skills

Regulatory awareness

Educación

Bachelor's Degree

Herramientas

EHR systems

MS Office

Patient Relations software

Descripción del empleo

OU Health seeks a Patient Relations Specialist II to support system-wide patient experience efforts, handling complaints and pursuing timely resolutions.

Required: Bachelor's degree and 3 years of healthcare experience with direct patient interactions, plus proficiency in EHR and MS Office and strong written and verbal communication. Experience with regulatory timelines is a plus.

You will collaborate with leadership and teams to drive safety, service recovery, and compliant, compassionate care.