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HRTMS Job Description Management

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

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

Age Specific Competency (Clinical jobs only)
X	Non-Clinical

JOB REQUIREMENTS

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

Knowledge, Skills, and Abilities
•	Conflict resolution and problem solving skills.
•	Demonstrated ability to work effectively with team, as well as work independently to prioritize, meet deadlines, and manage time effectively.
•	Excellent communication, organization and critical-decision making skills.
•	Strong interpersonal skills and good judgment.
•	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

Physical Demands
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Demand	Continuous Over 70%	Frequent 40% - 69%	Occasional 15% - 39%	Rarely Up to 15%
Standing			X
Walking			X
Climbing				X
Bending				X
Crouching				X
Pushing / Pulling				X
Carry				X
Fine Hand / Eye Coordination		X
Color Discrimination				X
Hearing Ability		X
Lifting / Lowering 1 -15 lbs.				X
15 - 30 lbs.				X
30 - 50 lbs.				X


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.

Physical Demands
While performing the duties of this job, the associate is required to work within the selected working environments.
Physical Demands	Continuous Over 70%	Frequent 40% - 69%	Occasional 15% - 39%	Rarely Up to 15%
Concentration on Detail		X
Attention Span of 1 + Hours on a Task			X
Ability to Remember Multiple Tasks		X
Oral Communication		X
Written Communication		X

Physical Demands
Physical Demands	Continuous Over 70%	Frequent 40% - 69%	Occasional 15% - 39%	Rarely Up to 15%
Exposure to Blood and Body Fluids				X
Exposure to Toxins, Cytotoxins, Poisons				X
Exposure to Extreme Heat, Cold, Temp Fluctuations				X
Exposure to Hazardous Chemicals				X
Exposure to Radiation				X

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.