Patient Relations Coordinator

Eisenhower Health•Rancho Mirage, CA

1d•$34 - $51

About The Position

The Patient Relations Coordinator supports continuous improvement in the quality and cost effectiveness of care by listening to patients, advocating for their concerns, facilitating change, and proactively addressing patient needs and expectations. The coordinator acts as a liaison between patients and the organization’s administration, staff, and physicians; directs, monitors, and coordinates the patient complaint management program; intervenes in risk prevention as needed; and supports customer service and patient satisfaction. This role coordinates investigations and resolutions of patient grievances and ADA complaints, provides timely written responses, and prepares documentation for regulatory agencies and other investigating parties. The coordinator collects and evaluates consumer satisfaction data, identifies and reports complaint trends and potential patient safety issues, and works with organizational leaders and departments to develop and implement improvement plans. The position also champions patient rights and organizational ethics and supports compliance with applicable standards and laws.

Requirements

High school diploma, GED, or higher-level degree.
Five years of experience in customer service in a healthcare setting.
Ability to collect, analyze, and disseminate data.
Ability to communicate effectively in a positive and professional manner, both verbally and in writing.
Ability to handle difficult and stressful situations calmly and professionally.
Ability to make informed decisions under pressure and prioritize actions to address urgent matters effectively.
Ability to organize information or data for easy retrieval and use.
Ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and other relevant software applications.
Ability to work independently and as a team member.
Knowledge of regulatory and accreditation requirements and standards related to compliance with TJC, CMS/CDPH, and other regulatory agencies.

Nice To Haves

Bachelor’s degree.

Responsibilities

Demonstrate compliance with the Code of Conduct and compliance policies; address compliance questions or concerns and report suspected violations.
Coordinate, investigate, and resolve consumer grievances concerning quality of care and services, including ADA complaints; provide a formal grievance mechanism and act as a liaison among patients, families, community members, physicians, and hospital staff.
Monitor grievances and help patients navigate institutional processes.
Provide timely written responses to patients regarding grievance resolutions and prepare detailed files and written responses for regulatory agencies, patients, family members, and other parties conducting investigations or requiring a response.
Coordinate the collection, analysis, and evaluation of consumer satisfaction data and use feedback to facilitate systems improvements.
Report and plan with Vice Presidents, CAOs, or Directors to develop improvement plans for departments and the organization.
Educate staff and physicians about customer needs and expectations.
Track complaint and compliment information through the MIDAS system; identify and report trends, potential patient safety issues, and potentially compensable events, coordinating with Risk Management when incidents may involve litigation or financial mediation.
Collaborate with CAOs, Directors, staff, Medical Staff, and relevant departments to resolve complaints and concerns systematically.
Identify potential compensable events and coordinate resolution strategies with Risk Management.
Coordinate investigations of quality-of-care issues with the Quality Services department for possible peer review activities.
Champion patient rights and organizational ethics, and assist with implementation of Joint Commission standards and state and federal laws pertaining to patients’ rights, advance directives, the ADA, and ethical issues.
Perform other duties as assigned.