Patient Relations Representative | Freeman West | Full-Time

Freeman Health System

5d • Onsite

About The Position

The Patient Relations Representative reports to the Patient Relations Coordinator and serves as a patient advocate, supporting the organization's commitment to patient rights, quality of care, patient safety, and regulatory compliance. This position is responsible for receiving, investigating, documenting, tracking, and facilitating the resolution of patient complaints and grievances in accordance with regulatory requirements, accreditation standards, and organizational policies. The Patient Relations Representative investigates concerns related to quality of care, patient safety, communication and professional conduct, patient rights, regulatory compliance, and service failures. Working collaboratively with patients, families, physicians, clinical leaders, Risk Management, Quality, Compliance, and operational departments, the representative gathers and analyzes information, coordinates reviews, and supports the timely resolution of patient concerns. The Patient Relations Representative communicates investigation findings and resolution outcomes to patients and families in a professional, compassionate, and timely manner, while educating them on patient rights, the complaint and grievance process, and available organizational resources. The position assists with maintaining complaint and grievance documentation, tracking regulatory timelines, identifying trends and opportunities for improvement, and escalating significant patient safety, quality, or risk concerns as appropriate.

Requirements

• Associate's degree or clinical certification in a healthcare-related field required; A combination of relevant education and experience in healthcare, patient relations, risk management, quality improvement, patient advocacy, or customer service may be considered in lieu of degree requirements.
• CPR, trauma informed care and de-escalation/restraint certification required (training available upon hire and offered by facility).

Nice To Haves

• 1-3 years of clinical/healthcare and customer service experience preferred

Responsibilities

• Receiving, investigating, documenting, tracking, and facilitating the resolution of patient complaints and grievances.
• Investigating concerns related to quality of care, patient safety, communication and professional conduct, patient rights, regulatory compliance, and service failures.
• Gathering and analyzing information, coordinating reviews, and supporting the timely resolution of patient concerns.
• Communicating investigation findings and resolution outcomes to patients and families.
• Educating patients and families on patient rights, the complaint and grievance process, and available organizational resources.
• Assisting with maintaining complaint and grievance documentation.
• Tracking regulatory timelines.
• Identifying trends and opportunities for improvement.
• Escalating significant patient safety, quality, or risk concerns as appropriate.

Benefits

• Health, vision, dental insurance
• Retirement with employer match
• Wellness program with discounts to Health Insurance or Cash Bonus with Participation
• Milestone payments with longevity of employment
• Paid time off (PTO) or Flex time off (FTO)
• Extended Sick pay
• Disability pay
• Learning Center designated only for Freeman Family members
• Payroll deduction at different locations such as The Daily Grind, Freeman Gift Shop, Cafeteria, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree