Patient Relations Specialist -Service Excellence Specialist

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Job Description: Patient Relations Specialist Be the Voice of the Patient Experience The Patient Relations Specialist serves as an advocate for patients, families, and visitors by addressing concerns, resolving complaints, and promoting a positive care experience. This role partners with clinical and operational leaders to investigate grievances, provide service recovery, analyze feedback trends, and support patient satisfaction initiatives. Qualifications Bachelor’s Degree in Behavioral Science, Healthcare, or related field (Associate’s Degree with relevant experience considered). 3 years of experience in healthcare, patient advocacy, or a related environment. Strong customer service, communication, and conflict-resolution skills. Ability to handle difficult situations with professionalism, empathy, tact, and diplomacy. Strong analytical, organizational, and problem-solving abilities. Proficiency with Windows-based software. Ability to work independently and collaboratively. Knowledge of healthcare regulations and patient rights preferred. Key Responsibilities Respond to and resolve patient, family, and visitor concerns. Investigate complaints and collaborate with staff, physicians, and leadership. Document grievances and ensure timely resolution. Prepare patient correspondence and reports. Analyze complaint trends and identify improvement opportunities. Conduct patient rounding and support service recovery efforts. Participate in customer service training and patient experience initiatives. Join a team committed to patient-centered care, service excellence, and respect for diversity. Pay Range: $26.00 - $36.00 The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled