Patient Relations Coordinator

Oregon Health & Science University•Portland, OR

1d•Onsite

About The Position

The School of Dentistry is committed to providing excellent patient care while educating the next generation of dental professionals. The Patient Relations Coordinator plays a vital role in this mission by serving as the primary contact for patients who have questions, concerns, or complaints. This position also serves as the primary point of contact for faculty, students, residents and staff as they negotiate complex patient interactions. This position ensures that every patient voice is heard, respected, and addressed with fairness, consistency and compassion, while also supporting the school's educational environment. The Patient Relations Coordinator investigates concerns by reviewing patient records and collaborating with faculty, students, residents, and staff, then communicates clear, consistent and thoughtful resolutions. By balancing the needs of patients with the school's academic and clinical standards, the Patient Relations Coordinator helps foster open communication and trust, improve the patient experience, and contribute to the growth of future dental providers. The Patient Relations Coordinator serves as a liaison between the patient and the dental care team to ensure clear communication and to effectively manage and de-escalate conflicts. The ultimate goal is to provide fair and effective resolutions that enhance patient satisfaction while upholding the integrity of the school's clinical and educational standards. The role interacts with SOD Leadership, OHSU Risk Management, OHSU Patient Relations, OHSU Legal, the Oregon Board of Dentistry and other local, state, and federal entities when warranted.

Requirements

Associate degree in a healthcare related field that may include such areas as nursing, community health education, psychology or sociology is required
Minimum of two (2) years of healthcare setting, such as hospital, clinic or health plan, experience is required
Strong problem-solving skills and the ability to navigate sensitive or complex situations
Ability to work collaboratively across diverse groups
Strong communication, interpersonal, and conflict resolution skills
Ability to handle sensitive information with discretion, confidentiality and diplomacy
Ability to interact effectively with diverse populations to include patients, staff, and faculty
Strong analytical and problem-solving skills with attention to detail.
Ability to conceive, develop, manage and evaluate projects
Proficiency with electronic health or dental record systems and Microsoft Office applications
Reliable attendance, punctuality, and successful performance at past and present employers
Ability to take the tram to and from the main campus for meetings, trainings, and other purposes

Nice To Haves

Bachelor's degree in health care related field that may include such areas as community health education, psychology or sociology is preferred
Prior experience in case management in a health care setting, such as hospital, clinic or health plan is preferred
Knowledge of HIPAA and patient rights regulations
Conflict resolution or mediation training
Experience in an academic healthcare or dental school environment
Experience in case management in a health care setting, such as hospital, clinic or health plan is preferred
Bilingual or multilingual communication skills
Training and experience in project management and/or process improvement
Certification in Conflict Management or Resolution

Responsibilities

Serve as the primary contact for patients who have questions, concerns, or complaints.
Serve as the primary point of contact for faculty, students, residents and staff as they negotiate complex patient interactions.
Ensure that every patient voice is heard, respected, and addressed with fairness, consistency and compassion.
Investigate concerns by reviewing patient records and collaborating with faculty, students, residents, and staff.
Communicate clear, consistent and thoughtful resolutions to patient concerns.
Balance the needs of patients with the school's academic and clinical standards.
Foster open communication and trust.
Improve the patient experience.
Contribute to the growth of future dental providers.
Serve as a liaison between the patient and the dental care team to ensure clear communication.
Effectively manage and de-escalate conflicts.
Provide fair and effective resolutions that enhance patient satisfaction while upholding the integrity of the school's clinical and educational standards.
Interact with SOD Leadership, OHSU Risk Management, OHSU Patient Relations, OHSU Legal, the Oregon Board of Dentistry and other local, state, and federal entities when warranted.