Patient Relations Coordinator - Quality

Methodist Health System • Mansfield, TX

8d

About The Position

The Patient Relations Coordinator will provide operational and day to day services to the Patient Relations duties provided by the hospital to act as ombudsman for patient/family and visitor complaints and grievances. The Coordinator works in collaboration with hospital leadership, risk and quality services to ensure compliance, processes and standards for complaints and grievances includes but is not limited to coordination of compliance with CMS Conditions of Participation and Texas State Regulations, and other external regulatory agencies as required.

Requirements

• Bachelor’s degree required (Communications, Social Work, Conflict Management, Healthcare, Nursing or other applicable healthcare or business experience in customer service).
• 3-5 years experience in hospital or healthcare patient relations, patient advocate, customer service, or complaint management.
• Intermediate to Expert skills in using Microsoft office products; strong written and oral communication skills; experience with external survey processes.
• Prolonged, extensive or considerable writing, talking on the telephone, sitting, standing, and/or walking.
• Requires hearing and visual acuity.

Nice To Haves

• Patient Advocacy or other service oriented certification

Responsibilities

• Manage and collaborate with the Risk Manager reporting to provide for patient relations to receive, investigate, and coordinate patient and/or family complaints and grievances for MMMC hospital. Participates in external surveys or visits related as needed for complaint investigation
• Performs and coordinates timely response and follow-up on patient complaints and grievances that meet the CMS, TxDSHS regulations and other external regulation guidelines for verbal or written follow-up. Explains or interprets policies, procedures and services for patient/family. Develops standard operating procedures to ensure referral to quality and risk team members for quality of care concerns is timely and incorporated into patient feedback.
• Demonstrates accountability for regular event reporting providing reports to ensure trending, analysis and reporting of patient complaint and grievances on a regular and routine basis to hospital and corporate leadership
• Develops and monitors internal processes to ensuring timely review, follow-up and completion of open cases. Includes coordinating and follow-up with quality or risk staff reviews to support investigation and feedback
• Coordinates with Legal, Billing and other internal departments or sources for cases that have potential liability, or charges that may need adjustment, including processing for reimbursement when indicated. Follows hospital and department processes for release of liability and payments as indicated.
• Participate with Administration Suite and risk manager on weekly basis for case review, status and disposition updates.
• Participate in regular meetings with the MHS System with Patient Relations teams to maintain standardization in reporting, processes and operating guidelines.
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees