Patient Relations Associate

Bachelor's degree or equivalent experience in healthcare administration, social work, psychology, or a related field. 2+ years of experience in patient relations, clinical operations, or healthcare service recovery. Strong critical thinking and problem-solving skills. Exceptional communication and interpersonal skills. Familiarity with HIPAA, healthcare compliance, and clinical operational workflows. Demonstrated ability to manage sensitive issues with discretion and tact.

Review, assess, and triage patient complaints related to clinical care. Conduct investigations by collecting documentation, consulting with patients and clinicians, and reviewing policies. Communicate directly with patients to gather context, provide updates, and share outcomes. Identify potential quality or risk issues and make appropriate referrals. Apply knowledge of company policies to identify deviations and uphold service standards. Maintain accurate and confidential documentation of cases and communications. Track complaint data to identify trends and opportunities for improvement. Collaborate with leadership to recommend changes that enhance patient experience and operational workflows. Support reporting initiatives and contribute to quality assurance efforts.