Job Description

Location: Steward Medical Group - North
Posted Date: 11/12/2021

This position is to function as a member of the patient experience team and assist patients in the complaint and inquiry process. The Patient Relations Specialist must maintain a professional, positive manner when talking with patients in-person, over the phone, or via email.


  • Ensure coordination of communication between patients and families and medical staff
  • Provide patients and families with information on clinic services, procedures, and protocols
  • Interview patients or families to determine the nature of care needed and direct them to the concerned health care providers
  • Respond to patient inquiries regarding physicians and services
  • Create and maintain liaison with insurance companies to inquire about payable or paid claims
  • Analyze and interpret patient account data and facilitate payments
  • Post patient demographic and financial entries into Athena
  • Respond to patients’ complaints regarding clinic services and ensure that concerns are handled properly
  • Teach patients to use the patient portal
  • Assist patients with problems associated with appointment scheduling and access
  • Provide support by facilitating payment arrangements with PFS
  • Ensure that all concerns and complaints are directed to the concerned personnel with a hospital or clinic
  • Perform crisis intervention duties with a view to facilitating resolutions
  • Effect change within the system to ensure that patient experience is enhanced
  • Suggest improvements to present clinic experience in a bid to make the system more workable
  • Provide feedback to patients and families regarding their concerns and complaints


  • Strong customer service excellence expected.
  • Excellent communication and interpersonal skills required.
  • High School Diploma or equivalent required.
  • One to three years in customer service preferred.
  • Experience in healthcare and EMR strongly preferred. (Athena a plus)
  • Experience with Microsoft Office, Word, Excel, and Outlook preferred.

Steward Health Care is the largest private, for-profit health care network in the United States. The company is owned and led by a management team of Steward physicians. Headquartered in Dallas, Texas, Steward employs more than 40,000 health care professionals and operates 35 hospitals across the United States and in the countries of Malta and Colombia which regularly receive top awards for quality and safety. The Steward network includes multiple urgent care centers and skilled nursing facilities, substantial behavioral health services, more than 7,000 beds under management, and approximately 2.2 million full risk covered lives through the company's managed care and health insurance services.

The Steward Health Care Network includes more than 5,000 physicians across 800 communities who help to provide more than 12 million patient encounters annually. Steward Medical Group, the company's employed physician group, provides more than six million patient encounters per year. The Steward Hospital Group operates hospitals in Malta, Colombia and nine states across the U.S., including Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah. For more information, visit

Steward Health Care is an Equal Employment Opportunity (EEO) employer, Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, and or expression or any other non-job-related characteristic.

Additional Information

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Steward Medical Group is taking additional necessary preparations to ensure patients can receive compassionate care in safe, carefully managed environment – with confidence and without fear.

Our Safe and Ready program consists of a rigorous [three-point] standard ensuring patient safety, confidence and convenience.

  1. Any COVID-19 related care takes place in designated areas away from other patients and their families.
  2. A stringent cleaning policy has been implemented throughout our facilities.
  3. A strictly controlled visitor and mask policy is required for patient and colleague safety.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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