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Job Overview

Fairview is looking for a Patient Relations Liaison to join our team at our Midway location in St. Paul, MN.

Bring Your Possibilities to Fairview

At Fairview, we believe in the power of possibility — within ourselves, our teams, and the

communities we serve. We believe that leadership isn’t just a title — it’s a mindset we all

share. Whether you’re providing hands-on care, innovating behind the scenes, or

supporting those who do, your work matters.

The Patient Relations Liaison serves as a key resource for patients, families, visitors, and staff, helping to address concerns, answer inquiries, and support a positive patient experience across Fairview locations. In this role, you’ll conduct initial intake for complaints and grievances, assess the urgency and nature of each situation, and either resolve concerns directly or triage them to the appropriate team members. You’ll manage a busy caseload of cases with professionalism, compassion, and attention to detail.

This position requires strong communication and interpersonal skills, as you’ll collaborate across departments and handle sensitive patient care matters with discretion and care. You’ll also support project work and assist with general inquiries related to patient navigation, hospital policies, and more. Timely follow-up with patients and families—including written responses—is essential, ensuring that each concern is acknowledged and addressed with empathy and accountability.

Schedule:

+ Onsite

+ 1.0 FTE (80 hours per pay period)

+ day shift

+ no weekends

As a Patient Relations Liaison, you will be responsible for:

+ Serve as a primary point of contact for patients, families, staff, faculty, and other stakeholders, ensuring effective case management and resolution of inquiries and concerns.

+ Conduct comprehensive and strategic intake assessments for all cases, prioritizing issues based on acuity and organizational impact and ensure appropriate follow-up actions are executed.

+ Act as a key facilitator of open, transparent communication between patients, families, and healthcare providers, promoting trust and resolution in complex situations.

+ Collaborate with multidisciplinary teams, including Legal, Risk Management, and clinical leadership, to address and resolve patient concerns, ensuring alignment with institutional policies and standards.

+ Provide strategic feedback to departments and teams, translating patient insights into actionable recommendations to enhance care delivery and organizational processes.

+ Lead efforts to educate patients and families on available resources, patient rights, and advocacy services, empowering them to navigate their healthcare journey effectively.

+ Oversee meticulous documentation of case management activities in the departmental database, ensuring accuracy, timeliness, and compliance with organizational and regulatory standards.

+ Serve as a communication liaison, presenting case findings, resolutions, and recommendations clearly and effectively to internal and external stakeholders through written reports and verbal briefings.

+ Ensure timely and thorough follow-up with patients, families, staff, and faculty, providing resolution updates and ensuring satisfaction with outcomes.

+ Identify and implement improvements in complaint, grievance, and service recovery processes, leveraging the Fairview Operating System to optimize efficiency and effectiveness.

+ Champion Customer Experience initiatives, driving progress toward performance dimension goals and organizational benchmarks.

+ Maintain and apply expert knowledge of relevant laws, regulations, policies, and standards, ensuring compliance and guiding the organization in best practices.

+ Advocate for the voice of patients, families, and other stakeholders, ensuring their needs are addressed promptly and ethically while fostering a culture of accountability across the system.

+ Analyze case trends and systemic issues, delivering data-driven insights and actionable recommendations to leadership to advance the patient and family experience.

Required

Education

+ Bachelor’s degree or equivalent combination of education and experience.

Experience

+ 1-2 years’ experience handling conflict/dispute resolution or related experience

+ Excellent interpersonal, communication, and conflict resolution skills.

+ Strong problem-solving and decision-making abilities.

+ Experience working with Microsoft Office applications

+ Excellent communication skills, both verbal and written.

+ Compassion and empathy in dealing with situations and individuals.

Preferred

Education

+ Bachelor’s degree

Experience

+ 1-2 years of experience in patient relations or a related field within the healthcare industry.

+ Knowledge of healthcare policies, patient rights, and relevant regulations.

+ Ability to maintain patient confidentiality and adhere to ethical standards.

+ Experience with EPIC or other medical records software.

+ Proficiency in Microsoft Office applications such as Excel, Word, etc.

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www..fairview.org/careers/benefits/noncontract

Compensation Disclaimer

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status