PURPOSE AND SCOPE:

The Patient Family Relations Specialist is responsible for all incoming requests for intervention (via calls, emails, correspondence, etc.) to serve as a liaison between patients, their representative, and care team members in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in an empathetic and caring manner. This position focuses on supporting patient’s rights, patient needs, and assisting in resolving and recognizing feedback.  

Care of the end stage renal patient is chronic and dynamic, the Patient Family Relations Specialist will support them through the continuum of care, assisting with complex situations to achieve effective resolutions.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Communicates telephonically with patients and representatives, to address needs, concerns, or complaints escalated to Clinical Services understanding that patients may be in a heightened or vulnerable state.
• Conducts a timely investigation and response to patient concerns, complaints, grievances, including reviewing medical records and interviewing care team members and/or local leadership.
• Facilitates effective communication between patients, families/representatives, and care teams to ensure common goals are established and exceptional service is provided.
• Documents information in confidential database/platform.
• Subject matter expert for care team members supporting resolution of complaints at the facility level.
• Conduct formal correspondence, both verbal and written, with patient/representative and internal partners.

• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must have open availability to support all hours of operations between Monday-Friday, 8:00 AM-6:00 PM EST.

SUPERVISION:

None

EDUCATION AND REQUIRED CREDENTIALS:

High school diploma required; associate degree desirable; and bachelor’s degree strongly preferred.

EXPERIENCE AND SKILLS:          

• 4 – 6 years related experience in healthcare, hospitality, or customer service-related environment.
• Excellent interpersonal service skills with demonstrated qualities of compassion, respect, calm demeanor supporting diverse customers with varying needs.
• Computer Skills: proficient in Microsoft Word, Excel, and PowerPoint.
• Collaborates with clinical care team and operational leadership.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.