Our teams shape strategic initiatives, have passion, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Clinical Risk Management team in the role of Patient Relations Consultant. This position is full-time, onsite position at Ball Memorial Hospital in Muncie, IN.   

Role Responsibilities

• The Patient Relations Consultant provides expertise and coordination in the management of patient complaints and grievances in compliance with federal, state, and regulatory agency requirements. 
• Provides patients with appropriate channels for communication of satisfaction and dissatisfaction with the entity's services and seeks to facilitate resolution to complaints and grievances. 
• Ensures actions and documentation reflect compliance with federal and state governmental regulations. 
• Works collaboratively with the facility’s Risk Management Consultant, Leadership, and Patient Family Liaisons and/or local patient experience teams to ensure all patient complaints and grievances are addressed in accordance with the IU Health values.

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• Requires a Bachelor's degree or completion within 12 months.
• 0-3 years of related experience is required.
• Requires the ability to align process management with policies and federal, state, or regulatory requirements.
• Requires experience involving extensive patient/public contact and crisis resolution.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care.  IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. 

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.