Patient Relations Specialist

Job Summary: The Patient Relations Specialist manages the Complaint and Grievance Management processes for the ambulatory locations. Supports the organization's mission by listening to and advocating for our consumers' concerns, proactively solving problems to meet the customers' needs and expectations, facilitating system and process changes identified by trends from customer complaints and grievances, acting as liaison between consumers of health care services and the organization's Administration, staffs, and physicians. Coordinates the daily and long-term activities of the Patient Relations Department. Participates in the development and implementation of administrative patient representative policies and desktop procedures as needed. Attends and participates in Quality Resource Management projects and meetings as assigned. Performs other duties as needed.

Education and Experience: Bachelor's Degree required, Master's Degree preferred. Minimum two years working in social sciences or health-related profession such as Risk Management, Patient Experience or Service Excellence preferred, with training in complaint management, mediation, conflict negotiation/resolution, data management, interpersonal communication, and crisis intervention considered in lieu of education.

Knowledge and Skills: Able to keyboard 35 wpm. Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate/troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: RN or LCSW licensure preferred. Lean Six Sigma certification desired.