Patient Relations Advocate

2 weeks ago


Reno, Nevada, United States Renown Health Full time

Position Title: Customer Experience Specialist

Department: Service Excellence

Facility: Renown Health

Schedule: Full Time

Shift: Day

Category: Professional

Location: Reno, NV

Position Overview: This role acts as a vital link between Renown Health and the patients, families, and community members we support. Reporting to the Manager of Customer Experience Loyalty, the Customer Experience Specialist is responsible for preparing incident reports, raising awareness of issues, and facilitating the resolution of complaints and grievances. The ultimate goal is to enhance the overall care experience and maintain enduring patient relationships with Renown Health.

Key Responsibilities:

  1. Act as an advocate for patients and their families during various interactions with Renown Health.
  2. Manage complaints and grievances from the initial point of contact, ensuring proper documentation, investigation, resolution, and communication with the patient.
  3. Provide immediate service recovery to patients and family members within the Renown Health System.
  4. Collaborate with other departments to identify opportunities for process improvements related to the patient-caregiver relationship.
  5. Coordinate the Renown Health Grievance Committee, overseeing the CMS compliant Grievance Resolution process.
  6. Equip leaders and staff with the necessary tools and training to meet service objectives and continuously improve patient experience and service recovery instances.
  7. Support the Service Excellence team with special projects aimed at enhancing patient experience.
  8. Ensure compliance with government and agency regulations.

Nature and Scope: This position focuses on organizational performance in areas impacting patient-caregiver relations. It requires the ability to:

  • Simultaneously coordinate the investigation and resolution of patient issues or concerns.
  • Meet critical regulatory deadlines.
  • Demonstrate flexibility in collaborating with all levels of leadership and staff.

Disclaimer: The description provided is not intended to be an exhaustive list of all responsibilities, skills, and efforts associated with the job. It aims to accurately reflect the general nature and level of the position.

Minimum Qualifications:

  • Education: Must possess working-level knowledge of the English language, including reading, writing, and speaking. A bachelor's degree is preferred; bilingual skills are a plus.
  • Experience: A minimum of three years of experience in customer service is preferred.
  • Licenses: None required.
  • Certifications: None required.
  • Computer Skills: Proficiency in Microsoft Office Suite, including Outlook, PowerPoint, Excel, and Word, is essential. Ability to utilize computers for online learning, accessing forms and policies, and completing online benefits enrollment is necessary.


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