Patient Relations Specialist- Temple

Job Summary

The Patient Relations Specialist serves as a trusted advocate for patients and families by addressing concerns, facilitating service recovery, and promoting an exceptional patient experience. This role partners with patients, physicians, nursing staff, leadership, Legal, and Risk Management to resolve complaints in a timely, compassionate, and professional manner.

The specialist acts as a central point of contact for patient concerns, helping to investigate issues, coordinate resolutions, identify opportunities for process improvement, and ensure compliance with regulatory and organizational standards. This highly collaborative role requires exceptional communication, critical thinking, and the ability to navigate sensitive situations with empathy and professionalism.

Essential Functions

Patient Advocacy & Service Recovery

• Serve as the primary point of contact for patients, families, and visitors regarding compliments, concerns, grievances, and service recovery opportunities.
• Respond promptly and compassionately to patient concerns received by phone, email, written correspondence, or in person.
• Meet with patients and family members to understand concerns, gather relevant information, and identify desired resolutions.
• Partner with physicians, nursing leaders, clinical teams, and department leadership to investigate concerns and facilitate timely resolution.
• Maintain ongoing communication with patients and families throughout the grievance process, providing updates and ensuring a positive experience whenever possible.
• Document complaints, investigations, and outcomes accurately within the patient relations database while maintaining complete confidentiality.
• Round throughout the hospital to proactively engage with patients, families, and staff to identify concerns and enhance the patient experience.

Collaboration & Process Improvement

• Serve as a liaison between patients, caregivers, physicians, clinical departments, leadership, Legal, and Risk Management.
• Identify trends, recurring concerns, and opportunities for process improvement to enhance quality, patient satisfaction, and safety.
• Participate in initiatives that improve communication, service excellence, and the overall patient experience.
• Promote a culture of patient-centered care through collaboration and effective conflict resolution.

Legal & Risk Management Support

• Provide administrative support to the Legal and Risk Management departments by triaging inquiries and directing requests appropriately.
• Maintain confidential Legal, Risk Management, and Patient Relations records, databases, and documentation.
• Prepare professional correspondence, reports, and documentation related to patient concerns, grievances, and regulatory requirements.
• Assist with reviewing consent-related questions and maintaining accurate documentation.
• Support Potentially Compensable Event (PCE) investigations by collecting and securing medical records, incident reports, billing records, and other required documentation.
• Ensure confidential information is handled in accordance with HIPAA, organizational policies, and regulatory requirements.

Key Success Factors

• Exceptional customer service, interpersonal, and conflict resolution skills.
• Ability to de-escalate emotionally charged situations with empathy, professionalism, and sound judgment.
• Strong verbal and written communication skills.
• Ability to build collaborative relationships with patients, families, physicians, nurses, and leadership.
• Excellent organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities while maintaining confidentiality.
• Strong critical thinking, investigation, and problem-solving abilities.
• Proficiency with Microsoft Office and electronic documentation systems.
• Ability to analyze trends and identify opportunities for process improvement.
• Knowledge of patient rights, grievance processes, healthcare regulations, and HIPAA principles preferred.

Minimum Qualifications

Education

• Associate degree preferred or equivalent combination of education and relevant work experience.

Experience

• Experience in patient relations, healthcare customer service, patient advocacy, risk management, healthcare administration, or a related healthcare environment preferred.

Preferred Qualifications

• Experience working in an acute care hospital or integrated healthcare system.
• Experience investigating and resolving patient complaints or grievances.
• Knowledge of CMS, Joint Commission, and patient grievance regulations.
• Experience with healthcare documentation systems or electronic medical records (Epic preferred).
• Experience collaborating with Legal, Risk Management, Patient Experience, or Quality departments.
• Bilingual skills are a plus.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Associate's or 2 years of work experience above the minimum qualification
• EXPERIENCE - 1 Year of Experience