Provide a channel through which patients can seek solutions to concerns and complaints. Coordinate complaint resolution between the patient or their legally authorized representative and the healthcare team, including clinicians and operational leaders, in response to complaints received via letter, website, in-person, or telephone. Complaints can be complex, requiring investigative work by the Patient Relations Representative. Many complaints may be emotionally charged, so demonstrating positive listening and genuine empathy is essential. This work requires attention to detail, professional-level written documentation, and correspondence summarizing the case and resolution. Identify areas for improvement based on complaint trends. Participate in proactive rounding to anticipate and address patient needs in real-time to improve the patient experience. Notary service is provided for appropriate documents.

Listen to patient and/or their legally authorized representative regarding their clinical care or service experience and interact with patients to assess the underlying basis of their concern or complaintCollect all data points relevant to the complaintInvestigate and direct the complaint to all stakeholders involvedFor grievance-level complaints, compose a professional-level written response to the patient or their legally authorized representative using the notes from the investigation, summarizing the complaint and detailing a response to their concernsComprehensively document all aspects of a patient complaint in the respective databaseSpecific information needed for clarification or action is identified to reach the desired outcomeParticipate in proactive rounding that aims to anticipate and address a patient’s needs in real-time.Provide and promote excellent customer service and effect change wherever possible to enhance the patient experienceRelationships are built with people whose assistance, cooperation, and support are needed also recognizing their perspectivesKnowledge and understating of associated regulatory and legal requirementsExhibit problem-solving and creating thinking when addressing patient complaintsStrong writing skills with the ability to convey facts in an empathetic, organized, logical, and coherent manner using proper grammarProficiency with electronic medical record application Provide notary service to appropriate documents.In addition to the above job responsibilities, other duties may be assigned.Position Compensation Range: $21.52 - $33.36 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent. Bachelor’s Degree Preferred.

Experience: 3-5 years of relevant experience in health-care related field / human services field.

Licensure: None.

PHYSICAL DEMANDS

Job may require standing and sitting for prolonged periods of time.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.