Patient Relations Coordinator

Trinity Health•Boise, ID

About The Position

SUMMARY: Under general supervision, supports the Patient Relations Manager by serving as a coordinator, liaison and educator in regards to the patient and family concerns and grievance process. Additionally, this position will provide support to the organization through compassionate and collaborative guest management, with an intense focus on patient and guest experience.

Requirements

High school diploma or equivalent required.
Associates or Bachelor’s degree with an emphasis in Psychology, Social Work, or related Health Sciences preferred.
Healthcare and customer service experience preferred.
Conflict management experience and de-escalation techniques preferred.

Responsibilities

Maintains a database related to process and outcomes of the patient concern and grievance response program
Assists the manager with management of investigation and response to concerns and grievances.
Assists the manager with coordinating communication with patient/family members regarding resolution of concerns and assists them in accessing grievance processes.
Assists with education, in-services and training efforts.
Attends department meetings, unit meetings and training as assigned.
Visits units as needed to coordinate customer service practices and assist staff in management of challenging customer relation situations.
Assists the supervisor with preparing reports on concerns and grievance process and outcomes to appropriate departments and committees
Follows current regulatory guidelines and standards in regards to investigating and resolving patient grievances, including, but not limited to, grievances alleging a violation of Section 1557 of the Affordable Care Act.
Assists the manager in determining need to revise or implement new internal policies and procedures to create a more effective program.
Assists the manager with creating and providing opportunities for staff to acquire and maintain knowledge through informal training and development programs to enhance staff skills in handling patient and family concerns.
Utilizes Mission, HR and other SARMC resources for formal staff training.
Requires the ability to work well independently and as part of a collaborative team.
Advanced communication and customer service skills to communicate information (verbally and written) to a variety of roles clearly, respectfully, and adapt communication based on the receiver’s current knowledge base.
Ability to form productive and positive relationships immediately with patients, their loved ones and other caregivers, while maintaining appropriate boundaries.
Ability to work independently with limited supervision.
Ability to be supportive and work well within a collaborative team.
Crisis management, de-escalation, and mediation experience preferred