Advocate Health Care · 10 hours ago
Patient Relations Specialist
Downers Grove, IL
Full-time
Onsite
Entry, Mid Level
2+ years expAdvocate Health Care is a leading health organization dedicated to providing quality care. The Patient Relations Specialist is responsible for addressing patient and family concerns, facilitating communication between patients and hospital leadership, and ensuring effective resolution of grievances.
Clinical TrialsDeliveryHealth Care
Responsibilities
Respond to and provides consultation, oversight, support and assistance with issues and concerns as they arise within the hospital regarding patients, patient family members, leadership and associates
Addresses the concerns of patients and/or family members and communicates with the hospital President regarding communications back to the patient/family member/visitor regarding their complaints and grievances
Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues
Identifies and refers to the Risk Management Department any incidents or other issues that are considered high risk
Responds to on-call pager and takes immediate action when paged to various units and/or requests within the hospital, and assists the unit manager in resolving patient issues
Acknowledges and supports the information desks and volunteers when patient and/or family members have concerns
Assists department Managers in recognizing trends and provides consultation for process improvements in order to eliminate areas of customer dissatisfaction
Collaborates and partners with administrative managers to ensure that complaints are appropriately addressed and resolved
Responds immediately in person or by phone when Code H is activated by a patient’s family member. Advises and assists hospital leaders in the coordination and follow-up of response and resolution of grievances
Advises and assists in creating innovative ways for hospital leaders as they seek resolution to issues
Patiently facilitates conversation with patient/families to uncover underlying situational dynamics
Maintains confidentiality regarding patient and employee information
Assists, as needed, in fulfilling requests for various patient/family situations within appropriate timeframes
Interacts sensitively with diverse populations and exhibit empathy toward individuals in all situations
Provides coaching and expertise for hospital leaders as they create their written and/or verbal response to patient concerns
Partners with the Risk Management Department in providing oversight and expertise regarding response letters created by hospital leadership
Creates letters of response on behalf of the President when requested, by the President, to do so. Responsible for the education and training of hospital leadership on the grievance/complaint process
Maintains an open door policy for Leadership staff as well as front-line associates who have questions regarding service recovery, or are seeking advice and/or consul regarding concerns, grievances, or service recovery implementation
Maintains a current listing of all database active users in conjunction with the department they are responsible for
Trains and educates new hospital leadership in the use of Good Samaritan Hospital’s Service Recovery Policy and the use of the Patient Relation Management System
Is available to respond to questions from hospital leadership regarding the use of the use of the Patient Relation Management System accounts. Reports out daily at Safety Huddle on the number of grievances, who it is assigned to and the main reason for grievance
Generates daily MIDAS report of open grievances
Attends daily safety huddle or provides information to a designee to report out Provides good leadership and stewardship of resources related to service recovery and department budget
Works with SRCO and Risk Management when resolution to issue involves charge reduction
Qualification
Required
Bachelors degree or equivalent experience
2-3 years of patient relations or health care needs coordination
Excellent problem solving and conflict management skills
Knowledge of medical terminology
Proficiency with PC
Excellent written and verbal presentation skills
Excellent interpersonal and customer service skills
Strong organizational skills
Professional appearance and behavior a must
Ability to rapidly adapt to changing environment
Ability to support and interact with daily operations
Must be willing to attend educational activities related to patient relations work
Strong ability to interface with all levels of management to resolve patient complaints
Ability to lift up to 35 pounds without assistance
Preferred
3 years of experience preferred in direct customer service in a health care environment
Company
Advocate Health Care
Advocate Health Care is an integrated healthcare delivery system based in Illinois, United States.
10001+ employees
H1B Sponsorship
Advocate Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (9)
2023 (6)
2022 (16)
2021 (8)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
$18M2013-10-03Series Unknown· $18M
Leadership Team
Barbara Hancock
Executive Assistant to the President and Chief Operating Officer
David Rich
Clinical Practice Partner
Recent News
2025-10-10
Medical Xpress - latest medical and health news stories
2025-10-09
Chicago Tribune
2025-10-01
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