Patient Relations Specialist
US-IA-Des Moines
careers
Req #: 179406
Type: Full Time Benefits
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Overview: Will rotate campuses - Methodist, Methodist West + Lutheran All hours worked on site The Patient Relations Specialist serves as a key liaison between patients, families, and UnityPoint Health team members, promoting a culture of patient-centered care and service excellence to provide exceptional experiences. This role ensures concerns are addressed promptly and thoroughly, facilitates conflict resolution, and promotes positive communication across care settings. In collaboration with clinical and non-clinical team members, this position will facilitate complaint resolution, promote patient rights, and provide feedback to improve experiences, working to ensure continued trust in UnityPoint Health. Responsibilities: * Proactively engage patients, families and team members throughout their care experience * Serve as primary point of contact for patient and family concerns and compliments * Actively listen, clarify needs and support patients and team members in navigating care processes * Promote awareness of patient rights, responsibilities and available resources * Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution * Provide real-time service recovery through empathetic communication and problem resolution * Manage complaint and grievance process in alignment with CMS, DNV and organizational standards * Draft communication to patients, families and team members * Engage with regulatory agencies on patient rights concerns * Support education and training efforts related to service recovery and patient experience * Provide education for team members regarding patient rights, advocacy, experience, foundational behaviors and best practices Qualifications: Education: Bachelors degree required in healthcare administration, social work, nursing, communication or related field or 5 years of progressive and applicable work experience with patient experience or related fields. Experience: 2 years experience in healthcare and/or customer service required.
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