Patient Resolution & Complaints Administrator
New
Based in the United StatesFull-TimeMiddle
Salary25 - 31.25 USD per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementData AnalysisCRMGoogle WorkspaceSlack
Requirements
- 3+ years of experience in patient advocacy, healthcare operations, customer resolution, or escalations/complaints management.
- Strong emotional intelligence with proven ability to de-escalate sensitive situations and communicate with empathy and clarity.
- Experience managing multiple concurrent cases using structured workflows, ticketing systems, CRMs, or healthcare-related platforms.
- Strong organizational and project management skills, with the ability to track priorities and coordinate cross-functional stakeholders.
- Systems-thinking mindset with the ability to translate complaints into actionable insights for process and service improvement.
- Comfort working with digital tools such as CRM platforms, Slack, Google Workspace, or similar operational systems.
- Experience in healthcare, health-tech, or medical services environments is a strong advantage.
Responsibilities
- Manage end-to-end complaint intake across multiple channels, ensuring all patient concerns are accurately logged, categorized, and prioritized in centralized systems.
- Serve as the primary patient-facing contact, providing empathetic communication, clear expectations, and consistent updates throughout the resolution process.
- Investigate and triage cases by assessing severity, risk, and root cause, determining appropriate resolution pathways.
- Coordinate with internal specialist groups (clinical, finance, legal, and operations) to ensure proper handling and resolution of complex cases.
- Deliver final resolutions with clarity and empathy, including service recovery actions such as refunds, credits, or formal responses when appropriate.
- Maintain meticulous case documentation, ensuring accurate closure notes and structured tracking within internal systems.
- Analyze complaint trends and performance metrics to identify systemic issues and contribute to process improvements.
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