Patient Relations Specialist First Shift

Job Description

The primary responsibility of the Patient Relations Specialist is to manage patient and family complaints from intake through resolution, collaborating closely with department leaders to address concerns, improve communication, and ensure compliance with Ohio Department of Health and Joint Commission for Accreditation regulatory standards for documentation, follow up and reporting.

The primary responsibility of the Patient Relations Specialist is to manage patient and family complaints from intake through resolution, collaborating closely with department leaders to address concerns, improve communication, and ensure compliance with Ohio Department of Health and Joint Commission for Accreditation regulatory standards for documentation, follow up and reporting.

Patient Relations Specialist lead the coordination, documentation investigation, and resolution of complaints; while collaborating across the organization to ensure compliance with regulatory standards and advance service excellence initiatives. The role proactively identifies issues related to care delivery, patient rights, and access to services, supporting a culture of service excellence and continuous improvement.

The overall goal is to be the most trusted, compassionate, and patient-centered health system in the region – not only by outcomes, but by how people feel in our care at UC Health.

Cincinnati, OH, United States

Minimum

Required:

Associates degree. Preferred:
Bachelor’s degree. | Preferred:
Notary Public for the State of Ohio. | Minimum

Required:

Three years’ experience in complaint management, conflict resolution and customer service in a healthcare environment.

At UC Health, we’re proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region’s adult academic health system, we strive for innovation and provide world‑class care for not only our community, but patients from all over the world. Join our team and you’ll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.

• Advocate for patient rights, dignity, and equitable treatment as a primary patient representative.
• Foster a welcoming, inclusive environment by integrating patient and staff feedback with empathetic communication and collaborative problem solving.
• Provide strategic consultation to leadership and clinical teams to enhance the patient and family experience across the organization.
• Deliver timely, data driven insights to leadership on patient experience trends, grievance patterns, and quality improvement initiatives.
• Apply evidence based methodologies to strengthen service delivery and offer real-time coaching as needed.
• Educate staff on grievance indicators and advanced service recovery protocols in real time to elevate organizational responsiveness.
• Support interdepartmental collaboration by participating in unit leadership meetings to align operational goals with patient experience priorities.
• Assist families with complex logistical needs by offering expert guidance on hospital policies, accommodations, and support services.
• Practice empathetic, active listening to accurately capture and communicate patient concerns to clinical and administrative stakeholders.
• Coordinate complex family meetings to promote alignment between patients, families, and multidisciplinary care teams.
• Perform specialized administrative duties, including maintaining a state required notary license and providing notary services to patients, families, and staff as required by site.
• Recomme…