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Kadlec Patient Relations Specialist in Richland, Washington


Kadlec has an exciting opportunity for a Patient Relations Specialist to join our growing Risk Management team located in Richland, Washington!

Shift Details: Full time, 1.0, 40-hour week, Day Shift


Minimum Requirements:

  • H.S. Diploma or GED and Associate's Degree or equivalent educ/experience

  • 1 year in Patient Relations, social work, project management, customer service in a healthcare or similar setting

Duties include, but are not limited to, the following:

Under the direction of the Director of Risk Management, the Patient Relations Specialist serves as the first point of contact and liaison between patients, families, visitors and the care team when they wish to share feedback and/or concerns. The Patient Relations Specialist provides the channel for communication through which patients and their families can receive assistance with problems, concerns, complaints and grievances. The Patient Relations Specialist is responsible for documenting and helping to mitigate issues involving care and services provided, in collaboration with the Patient Relations RN and the Risk Management team, and other related departments.

  • Embrace Planetree Philosophy to provide a safe, comfortable, therapeutic patient-centered environment.

  • Meet with patients, their family members or representatives and explain the role of the Patient Relations Specialist and the complaint/grievance review and response process. Provide contact information for current and future needs resolution.

  • Document patient/family and visitor concerns, complaints, grievances and incidents.

  • Assist with the resolution of concerns and complaints; discuss and offer solutions.

  • Submit requests for outside medical records as needed during the quality review process.

  • Follow-up on issues to ensure the problem is resolved.

  • Collaborate with Patient Relations RN for clinical aspects and case review.

  • Identify recurrent process problems, and communicate them with the Unit Manager and related staff, so that practices can be modified to reduce repeated complaints.

  • Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service.

We offer a full comprehensive range of benefits — see our website for details —


Our Mission

Provide safe compassionate care. We promise to answer the call of every person we serve; to know them, care for them and ease their way. We are committed to safety, compassion, respect, integrity, stewardship, excellence and collaboration.

About Us

Located in sunny Tri-Cities, WA, Kadlec is the largest non-profit healthcare provider in the region. Kadlec is the premier choice for customer service excellence, providing compassionate healthcare by combining cutting-edge technology and innovation with evidence-based, patient-focused care. Kadlec does not unlawfully discriminate on the basis of race, sex, sexual orientation, age, color, religion, national origin, genetic information, marital status, veteran status, disability status, or any other characteristic protected by Federal, State, or Local Law. EOE. To learn more, click here: https://kadlec.jobs/about-us/

Schedule: Full-time

Shift: Day

Job Category: Patient Services

Location: Washington-Richland

Req ID: 290726