Patient Relations Specialist

VMFH Division Support Services•Tacoma, WA

3d•Onsite

About The Position

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area. Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth. Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care. We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose. As our Patient Relations Specialist, you will be the primary liaison between patients, families, and providers, addressing concerns and ensuring a positive, compassionate experience. Your role upholds patient satisfaction and quality care. Every day you will listen to feedback, investigate issues, and facilitate communication for timely resolutions. You will also provide information, clarify policies, and advocate for patient rights, ensuring their needs are met with empathy. To be successful in this role, you need exceptional interpersonal and conflict resolution skills, plus a deep understanding of patient rights and policies. Your ability to communicate effectively, maintain composure, and champion a patient-centered approach will be essential for fostering trust and enhancing the patient experience.

Requirements

Bachelor's degree or 5 years of related job or industry experience in lieu of degree.
Minimum of 3 years of risk management, patient safety and/or other related professional experience.
Minimum of 2 years of experience managing/supervising employees and/or vendors.

Responsibilities

Addresses patient concerns/complaints by interviewing patients or their representatives and the staff, investigating, analyzing, and facilitating the resolution of customer complaints and concerns.
Collaborates with patient care staff to identify and resolve issues early and to the extent possible, at the point of care.
Conducts follow-up to ensure customer satisfaction and to reduce risk.
Reviews patient survey results to identify complaints or problems that require attention.
Resolves issues before they become major sources of concern.
Documents complaints, suggestions, and compliments in a timely manner.
Responds to patient and family grievances by listening to patient and/or family, determines the appropriate investigation and works toward a positive resolution.
Acts as an intermediary between patients, staff and family to provide clear communication between all parties regarding any outstanding issues.
Submits the appropriate response letters to the patient in accordance with state and federal regulations and internal policy and procedures.
Works with Patient Safety and others to identify and address potential liability issues as well as facilitates resolution of missing property claims.
Participates in the review, analysis, and evaluation of patient/family service and complaint management data (assigning tasks through electronic system, monitoring completion within guidelines, and appropriate intervention and resolution by managers(s) assigned); recommends innovative solutions to customer service issues including systems problems and gaps in customer relations skills in assigned areas.
Generates reports for documented complaints and grievances.