Patient Relations Coordinator | Part Time 20hrs | Days

Concord Hospital Health System • Laconia, NH

2d • Onsite

About The Position

This role reports to the Director of Quality Performance and Patient Safety and is under the supervision of the Patient Experience Program Coordinator and serves as primary consultant for all Concord Hospital locations regarding questions and concerns of patients, families, and others. Responds to complaints about quality of care, treatment, and services. Initiates a review of the matter and facilitates and appropriate resolution. Identifies trends and works with management staff to make process improvements. Initiates and/or participates in patient experience programs.

Requirements

• Bachelor’s degree and at least three years related experience and/or training.
• Minimum of 3 years experience in a health care environment preferred.
• Other related backgrounds will be considered based on education and experience.
• Strong writing skills and ability to critically think and problem-solve.
• Demonstrated ability to effectively and positively interact with multidisciplinary staff, patients and others.
• Proficient with Microsoft Office products, databases and/or systems.

Responsibilities

• Responds to all Patient Relations contacts, including answering the Patient Relations phone line.
• Manages grievance/complaint resolution process.
• Responds in writing to all grievances, in accordance with CMS guidelines.
• Maintains Patient Relations database, trends the data, and prepares reports for director, medical staff services, and various committees.
• Maintains active involvement with ongoing patient experience initiatives.
• Prepares for accreditation survey.
• Provides education to staff and providers.
• Takes ownership and responsibility for individual performance goals.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level