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.

What you will Do

• 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 complaint

• Collect all data points relevant to the complaint

• Investigate and direct the complaint to all stakeholders involved

• For 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 concerns

• Comprehensively document all aspects of a patient complaint in the respective database

• Specific information needed for clarification or action is identified to reach the desired outcome

• Participate 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 experience

• Relationships are built with people whose assistance, cooperation, and support are needed also recognizing their perspectives

• Knowledge and understating of associated regulatory and legal requirements

• Exhibit problem-solving and creating thinking when addressing patient complaints

• Strong writing skills with the ability to convey facts in an empathetic, organized, logical, and coherent manner using proper grammar

• Proficiency with electronic medical record application

• Provide notary service to appropriate documents.

• In addition to the above job responsibilities, other duties may be assigned

Why UVA Health?

As part of one of the nation's leading academic medical centers, you'll play an important behind-the-scenes role in supporting surgical teams and ensuring patients receive safe, timely, and high-quality care.

For additional questions, please contact the recruiter Milencia at msp3n@virginia.edu