Patient Relations Coordinator | Freeman West | Full-Time
About The Position
The Patient Relations Coordinator coordinates and oversees the activities of Patient Relations staff, ensuring patient complaints and grievances are managed consistently, effectively, and in compliance with regulatory requirements, accreditation standards, and organizational policies. Responsibilities include monitoring departmental workflows, assigning and tracking cases, reviewing investigations and correspondence for quality and compliance, and serving as a resource to staff regarding complaint and grievance management. The Director of Risk Management and Patient Relations serves as an escalation point for complex, high-risk, or sensitive concerns. The Coordinator and Patient Relations staff are responsible for timely communication with patients and families regarding investigation findings and resolution outcomes, while educating them about patient rights, the complaint and grievance process, and available resources. The Coordinator also monitors complaint and grievance activity to identify trends, opportunities for improvement, and potential risks, and partners with organizational leaders, physicians, and clinical departments to support corrective actions, improve patient care, reduce risk, and strengthen regulatory compliance.
Requirements
- Associates degree required.
- CPR, trauma informed care and de-escalation/restraint certification required (training available upon hire and offered by facility).
Nice To Haves
- Degree in healthcare administration, related healthcare field (i.e. Healthcare Administration, Social Work, Behavioral Health, Health and Human Sciences) Bachelors preferred.
- 2 to 4 years of clinical/healthcare and customer service experience preferred
Responsibilities
- Coordinates and oversees the activities of Patient Relations staff.
- Ensures patient complaints and grievances are managed consistently, effectively, and in compliance with regulatory requirements, accreditation standards, and organizational policies.
- Monitors departmental workflows, assigns and tracks cases, and reviews investigations and correspondence for quality and compliance.
- Serves as a resource to staff regarding complaint and grievance management.
- Communicates timely with patients and families regarding investigation findings and resolution outcomes.
- Educates patients and families about patient rights, the complaint and grievance process, and available resources.
- Monitors complaint and grievance activity to identify trends, opportunities for improvement, and potential risks.
- Partners with organizational leaders, physicians, and clinical departments to support corrective actions, improve patient care, reduce risk, and strengthen regulatory compliance.
Benefits
- Health, vision, dental insurance
- Retirement with employer match
- Wellness program with discounts to Health Insurance or Cash Bonus with Participation
- Milestone payments with longevity of employment
- Paid time off (PTO) or Flex time off (FTO)
- Extended Sick pay
- Disability pay
- Learning Center designated only for Freeman Family members
- Payroll deduction at different locations such as The Daily Grind, Freeman Gift Shop, Cafeteria, etc.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
