Patient Relations Representative
Job ID: R0039946 | Health Services Administrative | Full Time | Charlottesville, VA
Coordinates communication between patient/families and the healthcare team to expedite the best outcomes for the patient. Understands and communicates patient needs, complaints, and concerns to the staff, leaders, and medical staff and collaborates with all parties to implement recommendations as applicable. Responsible for rounding on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints, and facilitating follow-up with the appropriate person or departments. Understands hospital policies and procedures. Serves as a contact for patients, families, and guests who have a need/want while in the hospital or after the patient's hospital stay. Responsible for listening to and assessing patient needs and taking the steps necessary to resolve any concerns or problems in an effective and timely manner. Exhibits the highest degree of professionalism, friendliness, helpfulness, and customer service. Effective communication is imperative. Accurately documents all patient complaints using a tracking system. Assists with identifying areas for improvement based on daily interactions with patients and observations. Maintains sensitivity to cultural diversity and ability to interact with a multicultural patient and guest population. Serve as a resource for other team members in resolving patient care concerns.
  • Listen to patient and/or patient family members regarding their clinical care or service experience and interact with patients to assess the underlying basis of their real concerns/complaints.
  • Document patient concerns/complaints in the respective databases for resolution tracking and monitoring.
  • Communicate patient concerns/complaints to appropriate faculty and staff and coordinate resolution within policy timelines.
  • Provide and promote excellent customer service and effect change wherever possible within the health system to enhance the experiences of patients/patient's family members.
  • Enhance the patient and faculty/staff relationships through sharing patient feedback and providing in-service education to faculty/staff.
  • Provide notary service to appropriate documents.
  • Ability to facilitate communication in written format.
  • In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $19.49 - $30.21 Hourly

  • Education: High school graduate or equivalent. Bachelor's degree preferred.
  • Experience: 3-5 years of relevant experience in healthcare-related field/human services field.
  • Licensure: None.

Job may require standing and sitting for prolonged periods of time.

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Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.




Charlottesville, VA
Charlottesville, VA 22903

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UVA Health System has one of the nation’s most diverse workforces. We are a close-knit, collaborative team that values the expertise, opinions and contributions of our staff. Our proven patient-first focus drives everything we do and fuels our many accomplishments - from Magnet® designation for our nurses to national recognitions as a top hospital and employer (Magnet is a registered trademark of the American Nurses Credentialing Center).

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Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.

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