We’re a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service. At Mercy, we believe in careers that match the unique gifts of unique individuals – careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its “Top 100 Places to Work.”

Overview:

The Lead Patient Relations Specialist serves as administrative liaison to patients, family members, physicians, coworkers, and departments. Primary duties include investigating patient/family complaints, concerns, and other feedback received by the hospital along with conflict resolution with challenging patients and families. Complaints and concerns include, but are not limited to, the care provided by physicians and other healthcare professionals, potential liability, and hospital policy/procedures. The lead specialist trains and develops patient relations coworkers and leads patient advocacy, patient and family interaction, and case management efforts.

Performs duties and responsibilities in a manner consistent with our mission, values, and Mercy Service Standards.

Qualifications:

• Experience: At least two years experience in healthcare related environment in customer service and patient relations handling conflict resolution
• Required Education: Bachelor degree in business, healthcare, or related field 
• Preferred Licensure: RN or clinical licensure within the hiring state
• Other Skills and Knowledge:
• Excellent organizational, interpersonal, and analytical skills
• Ability to use discretion and maintain privacy with highly sensitive patient care issues
• Knowledge of complex hospital systems and processes
• Ability to establish and maintain effective working relationships with variety of internal and external customer
• Ability to communicate effectively both verbally and in writing
• Ability to be self-directed and work with minimal direction
• Strong leadership qualities (follow through, motivation).
• Resourceful in problem solving
• Ability to navigate medical record seeking information needed for investigation/ quality review of care
• MS Office Suite proficiency

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!

We’re bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We’re expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and unafraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.