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Job Description Under the supervision of the Assistant Director for your region support area, the Patient Services Specialist will be responsible for evaluating and resolving patient grievances and providing conflict management techniques to dialysis providers in order to avert involuntary discharges and access to care issues. The Patient Services Specialist serves as a first level patient advocate for End-Stage Renal Disease (ESRD) dialysis patients and a resource for all outpatient dialysis providers on any ESRD patient questions or concerns. The Patient Services Specialist works with facilities and patients via phone, email, and fax to collect information, evaluate, and work to mitigate challenges between patients and facilities that are not able to be resolved at the facility level. This includes providing advice, technical assistance, and guidance such as conflict resolution, mental health, and socio-economic services and resources. Additionally, the Patient Services Specialist is responsible to document case activity and mail letters and resources to patients who they are working with to resolve a grievance. Duties to include, but not limited to: • Evaluating, mediating, and resolving patient grievances for the Network region assigned, while maintaining well-organized and detail-oriented electronic patient charts and case records., • Managing incoming calls/inquiries promptly and in a respectful manner, including calls from potentially highly stressed ESRD consumers seeking advocacy services or filing a complaint., • Providing consultation, assistance, and educational resources to all clinic managers, social workers, medical directors, and other renal professionals., • Escalating complex cases that require intervention or review., • Identifying, developing and executing the creation of educational tools, resources and processes to improve the experience of care for patients and providers., • Strong communication skills (written and verbal) with the ability to effectively communicate with external and internal customers/staff via phone, email or other virtual platforms such as WebEx, Teams., • Proficiency with Microsoft office products (Word, Excel, Powerpoint) and a comfort with learning various software and data entry programs. Expertise in GSuite and Microsoft Office products, preferred., • Strong interpersonal and advocacy skills with the ability to work professionally and successfully with a diverse population., • Strong problem solving, mediation, and organizational skills with the ability to prioritize assignments and meet deadlines., • Master Degree in Social Work or other related degree required., • Experience working with case management required., • Experience in a healthcare management setting, (3) years’ preferred., • Experience in the dialysis setting, preferred. The salary range and/or hourly rate listed does not include other forms of compensation or benefits. IPRO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or military status.