Dartmouth Health · 7 hours ago
Patient Relations Specialist Sr
Lebanon, NH
Full-time
Onsite
Senior Level
5+ years expDartmouth Health is a healthcare provider seeking a Patient Relations Specialist Sr to manage feedback from patients and families. This role involves documenting, investigating, and resolving complaints and grievances while collaborating with various departments to enhance patient experience.
Health CareHospitalMedical
Responsibilities
Assures compliance with all regulatory requirements for grievance resolutions and reporting
Maintains database for tracking and trending complaints and grievances. Compiles data for analysis; identifying areas of opportunity to improve patient experiences
Generates statistical data and feedback regarding trending of complaints and grievances to leadership, as well as specific departments
Partners with colleagues to develop and implement initiatives targeted to improve patient experience
Serves as an advocate for patients and their family members prior to, during and following their care at Dartmouth-Hitchcock (D-H)
Provides staff education in areas related to patient relations including patient needs and expectations, patient rights and responding to patient complaints and grievances to build and sustain a patient-customer focused culture
Reports identified or potential risk issues to Risk Management or Quality Assurance & Safety leadership
Works closely with liability carrier and General Counsel in response to issues that represent potential liability or claims of malpractice or negligence
Assists with the development and revision of policies, procedures and guidelines i.e. Patient Relations, Patient Rights and Complaint and Grievance resolution
Performs other duties as required or assigned
Qualification
Required
Bachelor's degree in a healthcare related field and 5 years of experience in a patient/customer oriented position or the equivalent in education and experience required
Strong negotiation and communication skills with the ability to work independently required
Ability to handle confidential material with maturity, sensitivity and discretion
High impact communication excellent oral and written communication skills, including ability to listen, empathize, de-escalate and critically think through issues and potential solutions
Excellent interpersonal skills to include working with external parties, providers and families. Social perceptiveness necessary
Learning and teaching strategies for ongoing service recovery skill building
Ability to work with minimal supervision and maintain a high degree of communication of current work activity with supervisors
Excellent self-control and negotiation skills to effectively manage difficult situations and persons
Adaptability with a high tolerance for ambiguous work situations
Company
Dartmouth Health
Dartmouth Health is a highly integrated, cohesive healthcare system grounded in outstanding medical expertise.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
K
Kenneth J. Kelliher
Vice President, Supply Chain Division
Recent News
2025-10-22
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