Patient Relations Coordinator

Lehigh Valley Health Network•Pottsville, PA

3d•Onsite

About The Position

Lehigh Valley Health Network (LVHN) is seeking a Patient Relations Coordinator to serve as a liaison between patients, the healthcare network, and its departments. This role is also a liaison to service excellence initiatives and takes the lead in organizational service excellence endeavors. LVHN is a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work, and has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. They are a Magnet(tm) Hospital, honored five times by the American Nurses Credentialing Center for nursing excellence and quality patient outcomes. Several of their hospitals have received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group, highlighting LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Requirements

High School Diploma/GED
1 year healthcare related experience
Ability to interpret patient satisfaction surveys.
Demonstrates astute critical thinking skills.
Proficiency in computer skills and Microsoft Office applications.
Strong knowledge of competencies related to customer service.

Nice To Haves

Bachelor’s Degree in a Healthcare related field
3 years healthcare related experience

Responsibilities

Collaborates to ensure complaints and grievances are properly recorded and tracked.
Communicates with patients, visitors, medical staff, and employees verbally and in writing.
Determines needs of patients and families through various resources and recommends how the network can best respond to those needs.
Educates staff in service excellence culture to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
Prepares timely reports regarding patient satisfaction and complaints.
Inputs grievances and complaints into the healthcare feedback system.
Serves as a resource in meeting the special needs of patients and visitors with a disability.
Coordinates the formal patient satisfaction assessment process and communicates outcomes to appropriate network staff in a timely manner.
Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts.
Interprets data from patient satisfaction surveys and prepares timely reports advising problems, action taken, and follow-up.