Patient Relations Specialist

Vanderbilt University Medical Center•Nashville, TN

12d•Onsite

About The Position

Serves as a neutral intermediary between patients, families, guests, staff, and faculty by encouraging open communication and promoting fairness to enhance the patient experience and strengthen the organizational commitment to service excellence.

Requirements

Customer Conflict Management (Novice): Shows flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate.
Documentation & Writing Skills (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate documentation and writing skills in practical applications of moderate difficulty. Generally works under the direction of others while accomplishing assignments.
Listening (Novice): Demonstrates the fundamental techniques of listening, including paying complete attention, avoiding interrupting speakers, seeking clarification when necessary, and acknowledging that the message has been received, if appropriate. Is sensitive to speakers and understands the need to interpret nonverbal signs, such as body language, and inflection. Makes an effort to fully clarify information. Avoids emotional responses and reactions.
Relevant Work Experience
3 years
Bachelor's

Responsibilities

Receives and documents complaints and compliments.
Engages relevant clinical or management staff to evaluate and respond.
Facilitates timely response in an appropriate manner.
Makes recommendations to improve processes or service opportunities.
Contributes to the organization by actively participating in process improvement initiatives and shared decision making.