Overview:

• All positions are located in Fresno/Clovis CA *

We are looking for a Patient Relations Specialist to join our growing Community team! In this role, you will be responsible for providing support to patients and their families, including staff managing complaints and grievances for the organization. As the point of contact for patient experience, you will be a proactive problem solver with exceptional communication skills, ensuring a clear understanding and communicating patient needs, complaints and concerns to staff and department leadership.

The Community Health System is a locally owned, not-for-profit, public-benefit organization based in Fresno, California. Community is the region's largest healthcare provider and private employer. We operate a physician residency program with one of the nation's top medical schools - the University of California, San Francisco.

We are home to the only Level 1 Trauma Center and comprehensive burn center between Los Angeles and Sacramento and also serve as the area's "safety net provider." In fiscal year 2021, Community provided nearly $231 million in uncompensated services and programs.

Because we know our ability to provide the highest level of care begins with our incredible staff, we provide excellent benefits. On top of competitive pay, hearty retirement plans, and other core benefits, we provide extras like free concierge services to run your errands while you work, on-demand well-being, a free employee gym with free personal training, and more.

Your Career at Community | Opportunity. Challenge. Growth.

Responsibilities:
In your role, you will:
Respond to complaints/concerns and communicate identified issues to appropriate staff. Document customer service issues and distribute IRIS tasks to management as appropriate.
Follow up to ensure resolution has occurred and patients have been contacted. Refer escalated situations to appropriate departments when necessary (such as Legal, Quality, etc.).
Serve as a resource to point of service staff and management for assistance in use of IRIS. Escalate solicited feedback from patients about their hospital experience to appropriate departments for follow-up, by means of discharge calls, survey vendors and in-house systems.
Maintain Grievance and Complaint management utilizing tools and dashboard for reporting on a monthly basis.
Be the principal facilitator of the hospital Complaint and Grievance Program. Compiles reports and composes correspondence that requires analytical skills and a high degree of independence.
Respond to complaint/grievance according to the Grievance policy, appropriate regulatory agencies and hospital policies. Escalate complaint/grievance when necessary for immediate resolution.
Provide support on projects to facilitate the integration of the report for complaints and grievances. Qualifications:

Education

Associate's Degree required
High School Diploma, High School Equivalency (HSE) or Completion of a CHS Approved Individualized Education Plan (IEP) Certificate required
Bachelor's Degree preferred
Equivalent combination of education and/or experience may be substituted for Associate's Degree

Experience

2 years of experience in Customer Service, Healthcare, Patient Experience/Relations or related required


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