Patient Relations Specialist

• Area of Interest: Patient Care
• Salary Range: $19.72-$29.58/Hr*
• FTE/Hours per pay period: 1.0
• Department: Patient Experience
• Shift: Monday-Friday 8AM-5PM
• Job ID: 183719
  
  

Overview

Shift: Monday-Friday 8AM-5PM

If you’re energized by helping people feel supported from the moment they walk through the door, this role might be a great fit for you! At UnityPoint Health we believe that world-class medical care goes hand-in-hand with compassion, empathy, and exceptional service. We are looking for a vibrant, empathetic, and proactive Patient Relations Specialist to be the ultimate advocate for our patients and their families. If you thrive in a fast-paced environment and want to make a tangible, daily impact on people’s lives, we want you on our team!

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:    

• Expect paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.
  
  

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.  

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

• Serves as a key liason between patients, families, and the UnityPoint Health team members
• Promotes patient centered care and service excellence to provide exceptional experiences
• Ensures concerns are addressed promptly and thoroughly, facilitates conflict resolution, and promotes posiitve communication across care settings
• Collaborates with clinical and non-clinical team members, facilitates complaint resolution, promotes patient rights, provides feedback to improve experiences, and works to ensure continued trust in UnityPoint Health
• Escalates concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution
• Provides real-time service recovery through empathetic communication and problem resolution
• Manages the complaints and grievances process in alignment with CMS, DNV and organizational standards
• Drafts communication to patients, families and team members
• Engages with regulatory agencies on patient rights concerns
• Provides education for team members regarding patient rights, advocacy, experience, foundational behaviors and best practices
  
  

Qualifications

Education: 

• Bachelor's Degree in healthcare adminstration, social work, nursing, communictation, or a related field OR 5 years of progressive experience in patient relations or a related area
  
  

Experience: 

• 2 years of customer service or healthcare experience required
  
  

License(s)/Certification(s): 

• Certified Patient Experience Professional within 2 years preferred
• IL Child Abuse Mandatory Reporter Training within 90 days of hire
• IL Adult Dependent Abuse Mandatory Reporter Training within 90 days of hire
• Specific offers are determined by various factors, such as experience, skills, internal equity, and other business needs. The salary range listed does not include other forms of compensation which may include bonuses/incentive, differential pay, or other forms of compensation or benefits that may be applicable to this role.