Patient Relations Coordinator, full time, days

Holland Hospital•Holland, MI

1d•Onsite

About The Position

Works under the supervision of the Risk Manager and with hospital leadership, staff, and medical staff to support patient relations, customer service, and quality initiatives throughout the organization. This is a full-time position with 72 hours scheduled every two weeks, typically Monday through Friday from 8 am to 4:30 pm. The role involves coordinating the Patient Relations Program, acting as a Recipient Rights Advisor, supporting regulatory and accreditation requirements, providing education and training, and assisting with Risk Management activities.

Requirements

Associates degree required
Must be available to see patients as needed 24/7 (carrying pager included)

Nice To Haves

Bachelors degree preferred

Responsibilities

Coordinates Patient Relations Program
Coordinates and oversees the customer feedback/grievance process, including responding to and resolution of customer complaints through collaboration with Risk Management, hospital leadership, Medical Staff, and hospital staff.
Coordinates management of the appeals process.
Functions as Recipient Rights Advisor for the organization, as required by MDCH. This includes assisting with coverage (carrying pager and being available to see patients needed) 24/7.
Ensures that the grievance, recipient rights, and appeals processes are in compliance with regulatory standards, including review and revision of policies and procedures as needed.
Participates in DNV and MDCH and other survey activities.
Develops and conducts education/training sessions related to customer service and recipient rights, including New Employee Orientation and initial and ongoing Behavioral Health Services training.
Coordinates Employee Recognition Program.
Assists with planning of and participates in employee recognition, reward, and customer service events.
With regard to patient grievances, coordinates efforts to investigate potential risk management issues through collaboration with Risk Manager, Medical Staff, hospital leadership, and, as appropriate, hospital staff.
In conjunction with Risk Manager, coordinates lost belongings response process.