Patient Relations Specialist

Where You’ll Work

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Job Summary and Responsibilities

Please note: This is position is temporary

As our Patient Relations Specialist, you will be the primary liaison between patients, families, and providers, addressing concerns and ensuring a positive, compassionate experience. Your role upholds patient satisfaction and quality care.

Every day you will listen to feedback, investigate issues, and facilitate communication for timely resolutions. You will also provide information, clarify policies, and advocate for patient rights, ensuring their needs are met with empathy.To be successful in this role, you need exceptional interpersonal and conflict resolution skills, plus a deep understanding of patient rights and policies. Your ability to communicate effectively, maintain composure, and champion a patient-centered approach will be essential for fostering trust and enhancing the patient experience.

• Address patient and family concerns or complaints by investigating, analyzing, and facilitating timely resolution, collaborating with patient care staff to resolve issues at the point of care whenever possible
• Follow up on resolved complaints to ensure patient satisfaction, and review patient survey results to proactively identify and resolve concerns before they escalate
• Serve as an intermediary between patients, families, and staff, providing clear communication and working toward positive resolutions to grievances
• Prepare and submit formal response letters to patients in accordance with state, federal, and internal policy requirements
• Partner with Patient Safety to identify potential liability issues and help resolve missing property claims
• Participate in reviewing and analyzing complaint and grievance data, recommend solutions to service gaps, and generate reports on documented complaints and grievances                                                                                      

Job Requirements

Required

• Bachelors Other or five (5) years of related job or industry experience in lieu of degree
• Minimum of three (3) years of risk management, patient safety and/or other related professional experience 
• Minimum of two (2) years of experience managing/supervising employees and/or vendors