Patient Relations Specialist

At CHI Mercy Health, you'll discover a place where your professional growth is deeply valued within a truly supportive and rewarding environment. For over a century, our commitment to Compassion, Inclusion, Integrity, Excellence, and Collaboration has guided every interaction, shaping how we care for our patients and uplift one another. Today, as CHI Mercy Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth. We are proud of our state-of-the- art care and numerous awards and accreditations that reflect our dedication to excellence. When you join CHI Mercy Health, you become part of a team that delivers top-quality, professional healthcare and contributes to a legacy of service built on collaboration and shared purpose.

As a Patient Relations Specialist, you will act as a primary liaison between patients and the hospital, actively listening to concerns and resolving conflicts to ensure seamless, high-quality care.

Every day, you will investigate complaints, interpret facility policies, and collaborate with various departments to address issues before they escalate, while tracking data to identify broader service trends.

To be successful in this role, you will need to manage the formal grievance process, analyze patient satisfaction metrics, and contribute to staff training initiatives focused on improving the overall patient experience.

• Proactively round with patients to ensure patient and family questions and concerns are addressed, resolving issues recommending solutions to prevent formal complaints.
• Maintains contact with the complainant throughout the process.
• Collaborates with managers and medical directors to monitor the progress of complaints, ensuring timely resolution and the completion of all necessary documentation.
• Maintains a detailed record of complaints and resolutions in the appropriate database; produces standard and ad hoc reports to summarize complaint data for leadership review.
• Serves as a centralized point-of-contact for receiving incoming phone calls concerning patient and family complaints.

Student loan repayment program offered!

Required

• Associate's degree in related field
• Four (4) years of recent customer service work experience

Preferred

• Experience in a clinical environment