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 :
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 .
Complaint and Grievance Management
Conduct thorough, unbiased investigations, including interviews, medical record review, and collaboration with involved departments.
Collaboration and Communication
Partner with nursing, providers, quality, risk management, compliance, and patient experience teams to coordinate investigations and resolutions.
Documentation and Reporting
Maintain accurate , complete, and timely documentation of complaints, grievances, investigations, and outcomes.
Regulatory and Policy Compliance
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:
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 Degreepreferred.
Previous Experience Requirements:
P revious management experience/organization preferred.
Previous healthcare experiencerequired.
Skills/Knowledge Requirements:
Language Skills – A bility to read, write, speak, and understandthe English language required.
Excellent verbal and written communication , problem- s olvingand interpersonal skills required.
Ability to effectively and regularly communicate and establishongoing rapport with diverse client populations required.
A dvanced computer skills and knowledge of statistics, datacollection, analysis, and data presentation required.
Ability to apply knowledge of patient rights, safety rights, safetypractices, infection control principles, and risk management issues required.
Ability to maintain a high level of integrity, confidentialityand professionalism required.
Exceptional customer servicerequired.
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 legalresidencerequired.
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.
