Rep - Patient Relations
UnityPoint Health, Des Moines, IA, United States
Area of Interest: Patient Care
FTE/Hours per pay period: 1.0
Department: Nursing Administration
Shift: Monday-Friday 8am-5pm
Job ID: 179406
Overview
Will rotate campuses - Methodist, Methodist West + Lutheran
All hours worked on site
The Patient Relations Specialist serves as a key liaison between patients, families, and UnityPoint Health team members, promoting a culture of patient-centered care and service excellence to provide exceptional experiences. This role ensures concerns are addressed promptly and thoroughly, facilitates conflict resolution, and promotes positive communication across care settings. In collaboration with clinical and non-clinical team members, this position will facilitate complaint resolution, promote patient rights, and provide feedback to improve experiences, working to ensure continued trust in UnityPoint Health.
Why UnityPoint Health?
At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.
Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
Here are just a few:
Expect paid time off, parental leave, 401K matching and an employee recognition program .
Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family .
With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.
And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.
Find a fulfilling career and make a difference with UnityPoint Health.
Responsibilities
Proactively engage patients, families and team members throughout their care experience
Serve as primary point of contact for patient and family concerns and compliments
Actively listen, clarify needs and support patients and team members in navigating care processes
Promote awareness of patient rights, responsibilities and available resources
Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution
Provide real-time service recovery through empathetic communication and problem resolution
Manage complaint and grievance process in alignment with CMS, DNV and organizational standards
Draft communication to patients, families and team members
Engage with regulatory agencies on patient rights concerns
Support education and training efforts related to service recovery and patient experience
Provide education for team members regarding patient rights, advocacy, experience, foundational behaviors and best practices
Qualifications
Education: Bachelors degree required in healthcare administration, social work, nursing, communication or related field or 5 years of progressive and applicable work experience with patient experience or related fields.
Experience: 2 years experience in healthcare and/or customer service required.
FTE/Hours per pay period: 1.0
Department: Nursing Administration
Shift: Monday-Friday 8am-5pm
Job ID: 179406
Overview
Will rotate campuses - Methodist, Methodist West + Lutheran
All hours worked on site
The Patient Relations Specialist serves as a key liaison between patients, families, and UnityPoint Health team members, promoting a culture of patient-centered care and service excellence to provide exceptional experiences. This role ensures concerns are addressed promptly and thoroughly, facilitates conflict resolution, and promotes positive communication across care settings. In collaboration with clinical and non-clinical team members, this position will facilitate complaint resolution, promote patient rights, and provide feedback to improve experiences, working to ensure continued trust in UnityPoint Health.
Why UnityPoint Health?
At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.
Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
Here are just a few:
Expect paid time off, parental leave, 401K matching and an employee recognition program .
Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family .
With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.
And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.
Find a fulfilling career and make a difference with UnityPoint Health.
Responsibilities
Proactively engage patients, families and team members throughout their care experience
Serve as primary point of contact for patient and family concerns and compliments
Actively listen, clarify needs and support patients and team members in navigating care processes
Promote awareness of patient rights, responsibilities and available resources
Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution
Provide real-time service recovery through empathetic communication and problem resolution
Manage complaint and grievance process in alignment with CMS, DNV and organizational standards
Draft communication to patients, families and team members
Engage with regulatory agencies on patient rights concerns
Support education and training efforts related to service recovery and patient experience
Provide education for team members regarding patient rights, advocacy, experience, foundational behaviors and best practices
Qualifications
Education: Bachelors degree required in healthcare administration, social work, nursing, communication or related field or 5 years of progressive and applicable work experience with patient experience or related fields.
Experience: 2 years experience in healthcare and/or customer service required.