About the Role
This role involves providing consistent support to patients and families across various care settings by addressing concerns, facilitating communication, and promoting a positive healthcare experience through empathetic engagement and problem resolution.
Responsibilities
- Respond to patient and family inquiries with empathy and professionalism
- Serve as a liaison between families and clinical teams across multiple sites
- Document interactions and follow-up actions accurately in the system
- Assist in resolving complaints and escalating issues when necessary
- Maintain confidentiality of patient information
- Support implementation of service recovery plans
- Participate in quality improvement initiatives related to patient experience
- Conduct patient and family rounding in inpatient and outpatient settings
- Provide resources and referrals to support services
- Educate staff on best practices in patient communication
- Adapt quickly to different unit protocols and environments
- Work variable shifts across multiple locations
- Promote a culture of respect and inclusivity
- Ensure compliance with regulatory standards in patient relations
- Collaborate with leadership during critical incidents
- Assist in onboarding new patient relations staff
- Attend training sessions to maintain clinical and procedural knowledge
- Monitor patient satisfaction feedback and trends
- Support leadership during accreditation surveys
- Maintain up-to-date knowledge of organizational policies
- Contribute to team meetings and operational planning
- Uphold organizational values in all interactions
- Respond promptly to urgent family concerns
- Facilitate smooth transitions during patient transfers
- Support end-of-life communication processes
Compensation
Competitive hourly wage
Work Arrangement
Full-time, rotating schedule including evenings, weekends, and holidays
Team
Collaborative healthcare environment with interdisciplinary teams across multiple facilities
Why This Role Matters
This position plays a vital role in shaping how patients and families perceive their care. By being present across multiple sites, the specialist ensures consistent, high-quality support and strengthens trust in the care team.
About the Team
The Patient Family Relations team is dedicated to fostering open communication, resolving concerns proactively, and driving improvements in patient-centered care across the health system.
Growth Opportunities
Specialists have access to professional development programs, leadership training, and pathways for advancement within patient experience and service operations.
Work Environment
This role requires frequent movement between hospitals and clinics. Specialists must be adaptable to changing environments and able to respond with empathy in high-stress situations.
Onboarding and Training
New hires undergo an immersive orientation covering policies, communication techniques, system navigation, and site-specific protocols across all assigned locations.
Performance Expectations
Employees are expected to maintain high standards in documentation, responsiveness, and patient satisfaction outcomes while adhering to organizational values.
Scheduling Flexibility
The float model requires availability for last-minute assignments and the ability to adjust quickly to staffing needs across the network.
Technology Used
Specialists use electronic health records, incident reporting systems, survey platforms, and secure messaging tools to coordinate care and track outcomes.
Community Impact
By supporting families during vulnerable moments, this role contributes directly to building stronger relationships between the health system and the communities it serves.
Physical Requirements
The role involves prolonged standing, walking between units, and occasional assistance with patient transport or equipment setup.
Not available for this position
