Patient Relations Coordinator

Trinity Health•Maywood, IL

About The Position

Loyola Medicine, a member of Trinity Health, is a nationally ranked academic, quaternary care system based in Chicago's western suburbs. With its main campus at Loyola University Medical Center, Loyola Medicine is part of a comprehensive three-hospital system including Loyola University Medical Center, Gottlieb Memorial Hospital, and MacNeal Hospital. If you’re passionate about delivering exceptional care and making a difference in the lives of our communities, join the Loyola team as a Patients Related Representative and become Loyola Strong! Under the direction of the Manager of Patient Relations, plays a crucial role in leading Loyola University Health System in complaint and grievance resolution, service recovery, and patient family experience across the IL/IN region.

Requirements

Bachelor's Degree
Preferred : Masters Degree Specify Degree(s): BSN, BSW, BA/BS in a human services or related healthcare field.
Minimum Experience Required: Three years' experience in an academic teaching facility or related healthcare experience.
Computer Skills Required: Microsoft based applications and Epic

Nice To Haves

Patient Relations experience preferred.
Patient Relations and improvement experience preferred.
Bi-lingual in Spanish preferred.

Responsibilities

Collaborates with patients, families, leaders, clinical, and non-clinical staff, to review and address patient and family concerns, complaints and grievances.
Ensures appropriate follow-up mechanisms for timely resolution and accurate documentation of all complaints, grievances and requests for assistance within patient complaint tracking system consistent with internal and external policies and requirements.
Facilitates multi-disciplinary care conferences, as needed, in response to patient and family concerns regarding care and treatment, discharge plans, clinical issues and/or at patient and family request.
Coordinates service recovery process which includes distribution of resources, tracking and reporting utilization, and providing education and coaching on service recovery.
Analyzes and presents complaint, grievance, and service recovery data to leaders and staff to identify trends and opportunities for improvement.
Partners closely with Risk, Clinical Quality, Safety and medical leadership as part of the grievance process.
Identifies and participates in efforts to support patient experience such as rounding and observations.
Participates in and/or facilitates meetings, committees and trainings aimed at improving patient and family experience and family-centered care.
Serves as a resource to patients and families regarding Medical Center Policies and Procedures.
Other duties as assigned.