Patient Relations Coordinator (casual, part-time)

Nemours • Wilmington, DE

107d

About The Position

Nemours is seeking a Patient Relations Coordinator to join the team! The Patient Relations Coordinator serves as the point of contact to address unsolicited complaints and concerns for Nemours Children's Health Delaware Valley. The Patient Relations Coordinator addresses unsolicited feedback utilizing an individualized methodology fostering effective communication between the patient's legal representative and Nemours leaders. Working alongside the Senior Patient Relations Coordinator, this position supports the process of documenting a formal response to feedback provided to Nemours as a member of the interdisciplinary team and ensures alignment with regulatory responsibility.

Requirements

• High School diploma required
• Minimum 1 year of customer service experience within a complex organization or company is required.
• Healthcare experience is preferred.

Nice To Haves

• Certificate in Patient Advocacy or Patient Experience Certification is preferred.

Responsibilities

• Serve as a point of contact and content expert for handling of Delaware Valley unsolicited feedback cases related to compliments, complaints, grievances, and concerns.
• Receive, refer and respond to feedback cases through incoming calls, emails, mail and online submission vehicles.
• Counsel and collaborate between named departments to facilitate responses to complaints and grievances.
• Manage all aspects of the complaint/grievance event processes.
• Directly communicate with the complainant in a neutral manner to hear concerns and understand an ideal resolution.
• Objectively and accurately provide detailed documentation of the complaint to department associates in the appropriate databases, platforms, procedures.
• Communicate with identified leaders and associates throughout each event review to ensure appropriate timelines for event closure are met in accordance with Nemours policy and regulatory guidelines.
• Facilitate the closure of each event with formal written responses and other communication tools as appropriate to the type of feedback.
• If complainant continues to be dissatisfied, escalate information to appropriate executive leadership.
• Provide expert support and active listening to complainant as they discuss concerns related to their experience, which can be sensitive and complex.
• Set boundaries with complainants regarding respectful behavior, language and attitudes to foster professional communication.
• Support the reporting of data and facilitate sharing of information during Unsolicited Feedback Committee meetings.
• Initiate collaborative work with financial departments across the enterprise to navigate feedback related to billing/charges.
• Integrate Nemours Risk Management, Privacy and Legal to address concerns that have potential organization impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED