Patient Relations Associate

Banner Health

. Record and document inbound patient complaints and grievances across Banner hospitals and clinics .

Posted 9/21/2026full-timeMesa • Arizona • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient relations, complaint resolution, and effective communication within a healthcare setting. Proficient in analyzing patient feedback and maintaining compliance with HIPAA and privacy policies.

Highest-signal resume keywords

Patient Relations ExperienceComplaint ResolutionMedical Terminology KnowledgeExcellent Communication SkillsHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint DocumentationPatient Record ReviewService-Recovery Letter CompositionData AnalysisProblem-Solving

Soft Skills

Compassionate CommunicationOrganizational SkillsMultitaskingProfessional DemeanorCollaboration

Tools & Technologies

Personal Software PackagesComplaint Databases

Industry Keywords

Patient ComplaintsGrievance ResolutionCustomer Service PrinciplesMedical PracticesHealthcare Environment

About the role

Key responsibilities & impact

Record and document inbound patient complaints and grievances across Banner hospitals and clinics
Answer incoming Patient Relations calls and address patient-relations issues from a centralized location
De-escalate complaints through compassionate and effective communication
Receive, coordinate, facilitate, document, and track patient-relations issues
Follow processes and regulatory requirements to achieve timely complaint and grievance resolution
Review patient records, escalate issues, and determine required resources
Maintain complaint databases and records
Investigate and resolve less complex complaints and facilitate resolutions
Follow up with patients and family members by phone or written correspondence
Prepare and maintain letters, reports, documents, and related correspondence
Communicate with clinical and senior executive leadership to obtain investigative findings
Coordinate information needed for patient letters
Analyze complaint and grievance patterns and trends and identify patient-experience and risk/quality issues
Enter incoming concerns and complaints into the record system and assist teammates with case entry and incoming calls
Compose, proofread, and edit service-recovery letters
Respond to assigned non-clinical customer-service, non-clinical billing, HIPAA-only, and qualifying behavioral issues
Work with patients, families, medical staff, payers, providers, executives, and community stakeholders

Requirements

What you’ll need

Associate’s Degree in a relevant field
Minimum of one to three years’ relevant experience
Working knowledge of medical terminology
Basic understanding of medical practices
Understanding of customer service principles and practices
Excellent oral, written, and interpersonal communication skills
Excellent working knowledge of personal software packages
Ability to organize, prioritize, and multitask in a fast-paced environment
Excellent written-language skills for composing presentations, policies, procedures, and other communications
Problem-solving skills to facilitate communication between patients and hospitals
Ability to maintain composure and a professional demeanor in difficult and stressful situations
Passion for excellent customer service, collaboration, and continuous improvement
HIPAA and privacy-policy compliance
Preferred: Bachelor’s Degree
Preferred: Previous patient relations and service experience in a medical or retail setting
Preferred: Experience with social media channels

Benefits

Comp & perks

Hybrid work arrangement after six weeks of onsite training
Day shift, Monday–Friday, 8:00am–4:30pm after training