Patient Relations Coordinator

Rochester Regional Health

1d • Onsite

About The Position

Responsible for collaborating with stakeholders across the organization to work towards the remediation of patient/visitor complaints, and doing so in a timely and efficient manner. Provides support throughout the organization to help build a culture committed to our vision of improving the patient experience and a culture of respect.

Requirements

• Two years of relevant work experience in customer service or healthcare.
• AS (Required)
• None

Nice To Haves

• Associates Degree

Responsibilities

• Compassionately communicates, mediates, investigates, and documents patient and guest complaints and grievances, working towards timely and satisfactory resolution.
• Understands and explains policies and procedures, and regulatory and accreditation standards, in response to patient complaints/grievances and patient experience.
• Responds to patient complaints and grievances under the direction of the Quality Supervisor.
• Coordinate Process for patient complaints and grievances: Interview individual (patient/family member/visitor) with complaint or grievance, Enter complaints/grievance into electronic database and update database as needed, Communicate complaint to departmental manager/director/practice manager and Quality Coordinator when appropriate, Coordinate patient communication with grievance resolution, as needed, within specific timeframes.
• Resolution, as needed communication with HES within specified timeframes.
• Coordinate process for staff compliments.
• Provide managers with data as requested.
• Ensures timely follow up, documentation and communication to patient, Manager and others as identified.
• Organizes and provides written and oral communication with complainant.
• Sets priorities in the completion of daily tasks.
• Safeguards, preserves and maintains confidentiality of all Patient/Family Relations information.
• Provides intake directly from patients and families from sources including e-mail, telephone, in-person, website connections.
• Communicates patient/family feedback to appropriate leaders to facilitate follow up. Collaborates with Risk Management, Quality and Regulatory teams.
• Monitors timeliness of follow up and closure with patients and families.
• Documents in database to support CMS requirements with regard to patient complaints, grievances, compliments and inquiries.
• Proactively contacts new ElderONE patients to onboard and ensure their needs are being met.
• Works closely with team members to understand the patients who are at risk for disenrollment.
• Identifies and assesses program opportunities to improve patient satisfaction and reduce disenrollment's.

Benefits

• Integrated health services organization serving the people of Western New York, the Finger Lakes, St. Lawrence County, and beyond.
• Nine hospitals
• Primary and specialty practices, rehabilitation centers, ambulatory campuses and immediate care facilities
• Innovative senior services, facilities and independent housing
• A wide range of behavioral health services
• Rochester Regional Health Laboratories and ACM Global Laboratories, a global leader in patient and clinical trials.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees