Patient Relations Representative
New
United StatesFull-TimeMiddle
Salary25.3 - 37.95 USD per hour
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Job Details
- Experience
- Minimum of 3 years of experience in customer service, complaint resolution, or healthcare-related administrative roles.
- Required Skills
- Microsoft Excel
Requirements
- High school diploma required.
- Minimum of 3 years of experience in customer service, complaint resolution, or healthcare-related administrative roles.
- Strong understanding of healthcare processes, physician workflows, and patient experience management.
- Excellent communication skills, both written and verbal, with the ability to handle sensitive and high-pressure interactions.
- Strong conflict resolution and de-escalation skills in challenging or emotional situations.
- Ability to analyze data, identify trends, and support development of improvement initiatives.
- Proficiency in Microsoft Office Suite (Word, Excel, Access) or similar tools.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Preferred: experience with Epic and/or Origami systems.
Responsibilities
- Serve as a primary contact for patients and families, addressing concerns, questions, and complaints with empathy and professionalism.
- Investigate and resolve patient issues by analyzing root causes, identifying expectations, and coordinating appropriate follow-up actions.
- Document and track patient feedback and complaints, ensuring accurate records and appropriate escalation of high-risk or complex cases.
- Analyze patient experience data to identify trends, support quality improvement initiatives, and contribute to action planning.
- Collaborate with clinical staff, physicians, and operational leaders to ensure effective service recovery and resolution of patient concerns.
- Develop written correspondence and reports summarizing findings, resolutions, and recommended actions for review committees.
- Provide guidance to internal teams on patient-related issues, supporting conflict resolution and service recovery decisions.
- Communicate complex healthcare processes such as billing, care pathways, and clinical workflows in a clear and patient-friendly manner.
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