Senior Patient Relations Representative

Job Requisition #: JR59482

End Date: 10/17/2021

Location: Newark, Delaware

Position Type: Clerical/Administrative/Billing, Professional

Shift: Day Shift, No Rotation

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ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of “America's Best Hospitals” by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region.  We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition®. 

We are seeking a full-time Senior Patient Relations Representative to support ChristianaCare in improving Patient Relations by facilitating resolution of formal grievances and concerns.  In addition, the Caregiver will serve as an advocate and educational resource for conflict resolution and all issues related to the rights of the patient and family.


  • Works with patient, family, and other members of the healthcare team to formulate a grievance management plan that achieves appropriate and compliant resolution.

  • Gathers and assesses information regarding the patients concerns, and supports the patient's perspective to other members of the healthcare team.

  • Supports multiple service lines in analyzing and resolving grievances, takes ownership of feedback as well as assisting in identifying root cause. 

  • Interprets patients/family needs and provides information to appropriate staff.

  • Directs the grievance management process for patient/family/visitor concerns and follows up with appropriate CC staff on a multi-disciplinary level to orchestrate the best possible outcome.  Organizes meetings with executive management, healthcare team and patient/family to improve communication.

  • Documents grievances and concerns in a timely manner and maintains compliance in accordance to policy and procedure.

  • Interacts on a regular basis with multi-disciplinary groups (i.e.  Risk Management, Patient Financial Services, and Performance Improvement Departments) to ensure complete and thorough review of patient grievances.

  • Will lead Performance Improvement effort of analysis of patient feedback.

  • Educates staff to the sensitivity of patient/family needs and provides resources to meet those needs stressing the importance of proactive communication with early identification of concerns.

  • Educates staff in Service Recovery and Conflict Resolution.

  • Performs assigned work safely, adhering to established departmental safety rules and practices.  Reports to Manager, in a timely manner, any unsafe activities, conditions, hazards or safety violations that may cause injury to oneself, other employees, patients and visitors.

  • Will rotate through an on call program to support high level organizational issues, CANDOR and Code Delta Response Teams. 

  • Performs other related duties as required.


  • Bachelor's Degree required with Behavioral Science background or equivalent in a "people oriented" field with emphasis in human relations.

  • Minimum of 3 years of experience in a health care setting.

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our Region

A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?

We Serve Together

For the Love of Health

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