Patient Relations Specialist - Cone Health : Job Details

Overview: The Patient Relation Specialist functions as the primary contact for patients and their families who have questions or concerns about their care or treatment post visit or discharge. This position works with departmental leaders and administration to help address patient concerns and helps to re-establish patient trust when it has been damaged. This is a Hybrid I role with a schedule of Monday - Friday.

Administrative & Clerical

Responsibilities:

• Answers patient and family questions with empathy and care, utilizing knowledge to help the patient with post-release or post-discharge.
• Ensures responses to complaints and grievances follow hospital policies and regulatory requirements.
• Documents communications between patients, leaders and the patient relation staff to keep information on file that may be useful in improving patient experience.
• Assists department directors in responses to patient complaints by clearly communicating expectations and requests of leaders to resolve patient concerns.
• Performs basic data analysis of grievances and positive feedback to identify high-level patient experience trends, finding areas of strength and weakness within the organization.
• Performs other duties as assigned.

Qualifications:

EDUCATION:Required: Bachelor's Degree

EXPERIENCE:Required: 3 years of Customer Service Experience

LICENSURE/CERTIFICATION/REGISTRY/LISTING: