Patient Relations Coordinator Dr. Shroff

University Hospitals•Cleveland, OH

6d•Hybrid

About The Position

The Patient Relations Coordinator will be responsible for coordinating all aspects of the UH Select Program, effectively and efficiently handling the needs of members and physicians. This role involves assessing and evaluating patients' individual care needs with consideration for developmental and age-specific competencies, serving as a role model and resource person. The coordinator will provide medical assistant coverage for Cleveland-based practices, manage the day-to-day activities of UH Select Cleveland practices (including member database, supply orders, test results, medication refills, EMR maintenance, scheduling, Torchworks, Athena/Soarian responsibilities, and enrollments), and provide daytime call coverage for the program access line. Additionally, the role involves assisting staff, coordinating with other hospital departments for exemplary patient experiences and optimum care outcomes, assuming leadership in the Supervisor's absence, and taking responsibility for the organization, coordination, and administration of clinical practice and patient care delivery within UH Select, focusing on standards of care, operational and service excellence, and quality outcomes. The coordinator will also have staffing responsibility for UH Select practices, create orientation and onboarding processes, and conduct new and annual training for UH Select employees. This position works to create strong partnerships and relationships with key organizational leaders to achieve practice goals, ensures clinical practice standards are met in accordance with regulations and accrediting bodies’ principles, develops and implements an effective quality improvement and employee engagement program, and participates in the professional development activities and growth of the clinical team. The role incorporates acceptable standards of professional practice to improve patient safety, quality, and satisfaction. Additional responsibilities include performing other duties as assigned, complying with all policies and standards, and abiding by all requirements to safely and securely maintain Protected Health Information (PHI) for patients, with annual training, the UH Code of Conduct, and UH policies and procedures in place to address appropriate use of PHI.

Requirements

High School Equivalent / GED (Required)
Completion of a Medical Assisting program (Required)
Medical terminology (Required)
3+ years in medical setting (Required)
Microsoft Office - Word, Excel and Outlook (Required proficiency)
Excellent written, verbal and interpersonal communication skills (Required proficiency)
Internet familiarity (Required proficiency)
Exceptional telephone etiquette (Required proficiency)
Strong customer service background (Required proficiency)
Knowledge and understanding of HIPAA (Required proficiency)
Medical terminology (Required proficiency)
Proficient with MS Office Suite. (Required proficiency)
Knowledge of health care pathways and patient education techniques, including high level patient satisfaction including on-call variability to meet patient and family needs. (Required proficiency)
Certified Medical Assistant (CMA) or Paramedic (Required) or
Licensed Practical Nurse (LPN), Ohio and/or Multi State Compact License (Required)
Basic Life Support (BLS) and AED certified (Required Upon Hire)

Nice To Haves

Medical billing and coding (Preferred)
Certified Medical Assistant (Preferred)

Responsibilities

Co-ordinates all aspects of UH Select Program by effectively and efficiently handling members and physician’s needs.
Appropriately assess and evaluate patients and their individual care needs with consideration of development and age specific competencies. Serve as a role model and resource person in mentoring and performance of daily duties.
Provide medical assistant coverage for Cleveland-based practices
Manage day to day activity of UH Select Cleveland practices, including but not limited to: member database, order supplies, retrieve test results, medication refills, EMR maintenance, scheduling, Torchworks, Athena/Soarian responsibilities, enrollments
Provide daytime call coverage for program access line
Assist staff and coordinate with other departments in the hospital to achieve exemplary patient experiences and optimum care outcomes.
Assumes the role of leadership in the absence of the Supervisor.
Assumes responsibility for the organization, coordination, and administration of clinical practice and patient care delivery within UH Select focusing on standards of care, operational and service excellence and quality outcomes.
Assumes staffing responsibility for UH Select practices.
Responsible for creating orientation and on-boarding processes, new and annual training for UH Select employees.
Works to create Strong partnerships and relationships with key organizational leaders to achieve practice goals.
Ensures clinical practice standards are met in accordance with regulations and accrediting bodies’ principles.
Develops and implements an effective quality improvement and employee engagement program.
Participates in the professional development activities and the growth of the clinical team.
Incorporates acceptable standards of professional practice to improve patient safety, quality and satisfaction.
Performs other duties as assigned.
Complies with all policies and standards.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.