Patient Relations Coordinator-Quality Improvement

Eisenhower Health • Rancho Mirage, CA

253d • $30 - $46

About The Position

The Patient Relations Coordinator for Quality Improvement supports the mission to continuously improve the quality and cost-effectiveness of care by listening to patients, advocating for their concerns, and facilitating changes to meet their needs. This role acts as a liaison between patients and the organization's administration, staff, and physicians, directing and coordinating the patient complaint management program while providing risk prevention as necessary. The coordinator also supports customer service and patient satisfaction initiatives.

Requirements

• High school diploma, GED, or higher level degree required.
• Five (5) years of experience in customer service in a healthcare setting required.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• Demonstrates compliance with Code of Conduct and compliance policies, resolving compliance questions or concerns.
• Coordinates, investigates, and resolves consumer grievances concerning the quality of care and services, acting as a liaison between patients, families, community, physicians, and hospital staff.
• Responds to patients in writing regarding resolutions to grievances in a timely manner, providing detailed files and written responses in accordance with Federal Law and policy.
• Collects, analyzes, and evaluates consumer satisfaction data to facilitate systems improvements.
• Educates staff and physicians on customer needs and expectations.
• Tracks complaint/compliment information through the MIDAS system, identifying trends and potential patient safety issues.
• Collaborates with various departments to resolve complaints and concerns systematically.
• Identifies potential compensable events and coordinates strategies with Risk Management.
• Coordinates investigations regarding quality of care issues with the Quality Services department.
• Champions Patient Rights and Organizational Ethics, assisting with the implementation of relevant standards and laws.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED