Patient Experience Specialist

This is a Fully Remote Job About Our Client: The organization operates within the nonprofit healthcare sector, serving residents primarily in the greater St. Louis, southern Illinois, and southeast Missouri regions. It addresses challenges related to providing accessible, high-quality medical care regardless of patients' ability to pay, offering a broad range of services including inpatient and outpatient care, community health, rehabilitation, and hospice. The organization is a significant provider of charity care and community benefits, supporting regional health programs and economic development. It also benefits from an affiliation with a top-ranked medical school, enhancing patient access to advanced medical science and technology. About the Opportunity: The PATIENT EXPERIENCE SPECIALIST plays a crucial role in managing and resolving formal patient and family complaints within the Risk Management Department. This position acts as an impartial liaison among patients, families, physicians, and leadership to ensure patient rights are protected and complaints are thoroughly investigated in compliance with regulatory standards. The role impacts patient satisfaction and organizational accountability by facilitating effective communication and resolution processes. Responsibilities: Develop, implement, and coordinate the patient complaint resolution program. Serve as the central recipient and manager of formal patient complaints. Conduct formal complaint interviews with patients and families. Perform thorough, objective investigations and prepare responses in line with regulations and policies. Collaborate with organizational leaders to review findings. Manage the patient complaint database and report trends. Develop care plans for complex medical or behavioral cases. Recommend process improvements based on complaint analysis. Partner with Risk Management on investigations and provide backup support. Participate in strategy development and program implementation to enhance service culture. Collaborate with related departments to standardize policies and programs. Requirements: Bachelor’s Degree in Business, Nursing, or related field. 5 to 10 years of relevant experience. Preferred: 10+ years of experience and certification or licensure in area of expertise. Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks: Comprehensive medical, dental, vision, life insurance, and legal services. Disability insurance paid by the organization. Annual 4% automatic retirement contribution. 401(k) plan with employer match. Tuition assistance available immediately. Paid time off combining vacation, sick days, holidays, and personal time. Adoption assistance. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.