Work Status Details: Full Time | 80.00 Hours Every Two Weeks
Exempt from Overtime: Non-Exempt
Shift Details: M-F
Department: Quality Management | Reports To: Assistant Risk Manager-RN
The mission of Faith Health is to serve Christ by providing all people with exemplary medical services in an environment of love and care.
Summary:
The Patient Relations Representative will have demonstrable skills in leadership, management, interpersonal relations, conflict resolution, and problem solving. The Patient Relations Representative serves as a primary liaison between patients, families, and the organization to facilitate timely service recovery and effective resolution of patient complaints and grievances. This role is responsible for receiving, investigating, coordinating, and documenting concerns related to patient care, patient rights, and service experiences, ensuring concerns are addressed in a compassionate, fair, and regulatory‑compliant manner.
The Patient Relations Representative works collaboratively with clinical, administrative, and leadership teams to resolve issues, restore trust, improve patient satisfaction, and identify opportunities for systemic improvement. This position plays a critical role in enhancing the patient experience, mitigating risk, and supporting the organization’s commitment to patient‑centered care.
The listing of job duties contained in this job description is not all inclusive. Duties may be added or subtracted at any time due to the needs of the organization.
Responsibilities:
Essential Job Duties and Responsibilities:
Service Recovery
Serve as the primary point of contact for patients and families experiencing dissatisfaction or concerns related to care, treatment, safety, or service.
Respond promptly to patient concerns using service recovery principles, including empathy, clear communication, accountability, and follow‑through.
Coordinate real‑time service recovery interventions when appropriate, working closely with unit leadership and frontline staff.
Facilitate meaningful communication between patients/families and care teams to support understanding, trust, and resolution.
Complaint and Grievance Management
Receive, assess, and triage patient complaints and grievances in accordance with policy and regulatory requirements.
Distinguish complaints from grievances and apply appropriate workflows, timelines, and documentation standards.
Conduct thorough, unbiased investigations, including interviews, medical record review, and collaboration with involved departments.
Draft clear, accurate, and timely written grievance responses that meet CMS and accreditation requirements.
Track and monitor grievances to ensure resolution within required timeframes and escalate concerns as appropriate.
Collaboration and Communication
Partner with nursing, providers, quality, risk management, compliance, and patient experience teams to coordinate investigations and resolutions.
Facilitate difficult conversations professionally and compassionately, including when outcomes are not aligned with patient expectations.
Serve as a resource to staff regarding patient rights, grievance processes, and service recovery best practices.
Documentation and Reporting
Maintain accurate, complete, and timely documentation of complaints, grievances, investigations, and outcomes.
Enter data into electronic event recording system as required.
Identify patterns, trends, and recurring themes from complaints and grievances and provide summary reports as requested.
Participate in performance improvement initiatives based on patient feedback and grievance data.
Regulatory and Policy Compliance
Ensure complaint and grievance handling complies with CMS Conditions of Participation, state regulations, and accreditation standards.
Support survey readiness by maintaining documentation, policies, and processes related to patient rights and grievance resolution.
Participate in audits, reviews, or regulatory inquiries related to patient complaints and grievances as needed.
Hours will be dependent on patient census and workload. Ability and willingness to work a flexible schedule, to include after-hours and weekends as necessary.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other information:
Job Requirements:
The requirements listed below must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required.
EDUCATION (Minimum Requirements for Position):
Bachelor’s Degree preferred.
Previous Experience Requirements:
EXPERIENCE:
Previous management experience/organization preferred.
Previous healthcare experience required.
Skills/Knowledge Requirements:
SKILLS (If Applicable):
Language Skills – Ability to read, write, speak, and understand the English language required.
Excellent verbal and written communication, problem-solving and interpersonal skills required.
Ability to effectively and regularly communicate and establish ongoing rapport with diverse client populations required.
Advanced computer skills and knowledge of statistics, data collection, analysis, and data presentation required.
Ability to apply knowledge of patient rights, safety rights, safety practices, infection control principles, and risk management issues required.
Ability to maintain a high level of integrity, confidentiality and professionalism required.
Exceptional customer service required.
KNOWLEDGE (If Applicable):
Knowledge of federal and state laws and regulations and accreditation standards preferred.
Other Certifications/Requirements:
Current, valid driver’s license issued in the state of legal residencerequired.
Faith Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.