NI-Specialist, Patient Relations

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

3/31/2026

Entity:

Illinois

Job Code:

NI-2176AC

Job Title:

NI-Specialist, Patient Relations

FLSA Exemption Status:

Exempt

JOB SUMMARY

Assists and supports the Manager of Guest Relations/Interpreter Services in the coordination of all patient rights issues for the Health System. Ensures complaints/grievances/patient rights issues are addressed promptly by the appropriate individuals and in compliance to regulatory requirements.  Serves as a liaison for the patient/family/staff and Health system and is accessible by pager and telephone during office hours.  Attends monthly Patient Family Advisory Council meetings.

ESSENTIAL DUTIES

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Interacts directly with public, medical staff, and all other professional and support personnel and departments regarding complaints, grievances and patient rights issues acting as the primary contact for the Health System.

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Triages patient feedback received by the department and referring those issues to the appropriate leaders for review and resolution. Recognizes Risk Management incidents, causes of dissatisfaction and negative attitudes that may lead to actions against the Health System.

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Conducts investigations working toward resolution and documents processes and outcomes. Collaborates with staff in the coordination of response to families, patients and visitors.

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Responds to patient concerns and compliments in a timely manner. Composes follow up letters to patients and families in response to grievances and documents feedback and response accurately and timely in the complaint management database.

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Maintains complaint management software database and internal survey software by teaching new users, providing ongoing support to all users in collaboration with the vendor, running administrative reports for quality improvement purposes and verifying the quality and integrity of the data.

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Maintains accurate and timely patient feedback scorecards used by leadership for strategic decision making.

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

Associate's Degree

in health care or related field.

Required

Bachelor's Degree

in health care or related field.

Preferred

No experience required.

Experience in health care industry.

Preferred

None

Required

Notary public.

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

•

Conflict resolution and problem solving skills.

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Demonstrated ability to work effectively with team, as well as work independently to prioritize, meet deadlines, and manage time effectively.

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Excellent communication, organization and critical-decision making skills.

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Strong interpersonal skills and good judgment.

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Ability to effectively interact with officers, patients and visitors and with all levels of staff within the organization and resources within the community.

•

Familiarity with regulatory agency standards and statures pertinent to patient right and advance directives preferred.

•

Proficient use of computer tools for accurate word processing, spreadsheet and database management.

•

Successful completion of annual job specific competencies and skill verification tools required.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

☒

Sedentary: Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Up to 10 lbs.

Negligible Weight

No Weight

☐

Light: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that they can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.

11-25 lbs.

1 - 10 lbs.

Negligible weight

☐

Medium: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that they can also do sedentary and light work.

26-50 lbs.

11-25 lbs.

1 - 10 lbs.

☐

Heavy: Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds. If someone can do heavy work, we determine that they can also do medium, light, and sedentary work.

51-100 lbs.

26-50 lbs.

11-25 lbs.

☐

Very Heavy: Very heavy work involves lifting objects weighing more than 100 pounds at a time with frequent lifting or carrying of objects weighing 50 pounds or more. If someone can do very heavy work, we determine that they can also do heavy, medium, light, and sedentary work.

Over 100 lbs.

Over 50 lbs.

Over 25 lbs.

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.