Patient Relations Specialist - Quality Management - Full Time
Kingman Regional Medical Center, Kingman, AZ, United States
Position Title: Patient Relations Specialist
Position Code:
PatAdvo-8030
Department:
Quality Management
Reports to:
Clinical Quality Manager
Safety Sensitive:
Yes
Exempt Status:
Yes
Position Purpose
All KHI employees are expected to perform their respective tasks and duties in a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.
Key Responsibilities
Serves as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated and resolved in accordance with CMS, DNV and Arizona Department of Health Services patient rights regulations
Develop, implement, and maintain standardized workflows and policies for grievance handling, documentation, reporting and escalation
Serves as a visible and accessible resource for patients and families to voice concerns or grievances
Collaborates with clinical and operational teams to resolve concerns in real time
Advocates for patient rights, dignity, privacy and informed decision making
Oversees the grievance tracking database, maintaining accurate documentation and case records
Ensures timeliness and completeness of all investigations and responses
Identifies trends in patient concerns and shares insights with leadership
Distributes regular reports and dashboards on grievance trends and outcomes to the Quality and Patient Safety Council
Facilitates and supports the Patient and Family Advisory Council
Responsible for the timely distribution of the Press Ganey weekly reports to department leadership
Explains facility policies and procedures as well as patient’s rights and responsibilities to patients and families
Works with KHI team members to proactively address difficult situations at the point of service in accordance with facility customer service principles
Participates in assessment of and responds to incidents that, if not responded to appropriately, could provoke a serious controversy or legal problem
Provides information to patients regarding Health Care Directives and assists with completion of documents when appropriate
Adheres to and respects patient privacy in accordance with hospital policy
Performs other duties as assigned to support overall effectiveness of department and organization
Qualifications
Required Education:
High School Diploma - must be able to provide proof if offered position
Experience:
3-5 years experience in Patient Advocacy, Patient Relations, or Healthcare. Strong communication skills, conflict resolution skills
Certification:
Certificate of Patient Advocacy (Beryl Institute) within 2 years
Knowledge, Skills, and Abilities
Excellent verbal and written communication skills
Must be able to interact with others with tact and courtesy
Ability to work independently and prioritize and address a variety of patient/family issues
Ability to think proactively and take initiative in an appropriate and creative manner
Ability to generate meaningful reports and statistical data
Preferences
Education:
Associates Degree in related field of study
Experience:
Experience in the hospital environment is highly desirable
Certification:
Notary Public
License:
N/A
Special Position Requirements
Exposure Category II:
Expected duties have possible, but not routine, potential for exposure to blood, body fluids or tissues
Work Requirements
Ability to move freely about the hospital, including from one patient room to another
Ability to use telephone
Proficiency in computer skills
Ability to accommodate occasional frustration/anger on the part of clients and/or family members
Date Staff Position Description Created / Revised:
4/15/2026
#J-18808-Ljbffr
Position Code:
PatAdvo-8030
Department:
Quality Management
Reports to:
Clinical Quality Manager
Safety Sensitive:
Yes
Exempt Status:
Yes
Position Purpose
All KHI employees are expected to perform their respective tasks and duties in a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.
Key Responsibilities
Serves as the organizational lead for the patient grievance and complaint process, ensuring all cases are received, logged, investigated and resolved in accordance with CMS, DNV and Arizona Department of Health Services patient rights regulations
Develop, implement, and maintain standardized workflows and policies for grievance handling, documentation, reporting and escalation
Serves as a visible and accessible resource for patients and families to voice concerns or grievances
Collaborates with clinical and operational teams to resolve concerns in real time
Advocates for patient rights, dignity, privacy and informed decision making
Oversees the grievance tracking database, maintaining accurate documentation and case records
Ensures timeliness and completeness of all investigations and responses
Identifies trends in patient concerns and shares insights with leadership
Distributes regular reports and dashboards on grievance trends and outcomes to the Quality and Patient Safety Council
Facilitates and supports the Patient and Family Advisory Council
Responsible for the timely distribution of the Press Ganey weekly reports to department leadership
Explains facility policies and procedures as well as patient’s rights and responsibilities to patients and families
Works with KHI team members to proactively address difficult situations at the point of service in accordance with facility customer service principles
Participates in assessment of and responds to incidents that, if not responded to appropriately, could provoke a serious controversy or legal problem
Provides information to patients regarding Health Care Directives and assists with completion of documents when appropriate
Adheres to and respects patient privacy in accordance with hospital policy
Performs other duties as assigned to support overall effectiveness of department and organization
Qualifications
Required Education:
High School Diploma - must be able to provide proof if offered position
Experience:
3-5 years experience in Patient Advocacy, Patient Relations, or Healthcare. Strong communication skills, conflict resolution skills
Certification:
Certificate of Patient Advocacy (Beryl Institute) within 2 years
Knowledge, Skills, and Abilities
Excellent verbal and written communication skills
Must be able to interact with others with tact and courtesy
Ability to work independently and prioritize and address a variety of patient/family issues
Ability to think proactively and take initiative in an appropriate and creative manner
Ability to generate meaningful reports and statistical data
Preferences
Education:
Associates Degree in related field of study
Experience:
Experience in the hospital environment is highly desirable
Certification:
Notary Public
License:
N/A
Special Position Requirements
Exposure Category II:
Expected duties have possible, but not routine, potential for exposure to blood, body fluids or tissues
Work Requirements
Ability to move freely about the hospital, including from one patient room to another
Ability to use telephone
Proficiency in computer skills
Ability to accommodate occasional frustration/anger on the part of clients and/or family members
Date Staff Position Description Created / Revised:
4/15/2026
#J-18808-Ljbffr