Patient Relations Coordinator (Onsite)

Memorial Hermann Health System•Cypress Hospital, TX

2d•Onsite

About The Position

The Patient Relations Coordinator serves as a liaison between patients and families, hospital staff, physicians, and hospital administration. The role helps patients interpret hospital policies and procedures, addresses concerns and unmet expectations, and coordinates resolutions to patient grievances. The coordinator also promotes customer service throughout the hospital by educating, mentoring, and leading staff, and by managing patient experience initiatives and volunteer activities. The position is onsite and works Monday through Friday, 8:00 a.m. to 5:00 p.m. It requires healthcare experience, strong customer service and communication skills, and the ability to work independently in a high-stress environment while managing multiple tasks.

Requirements

Bachelor's degree, preferably in a related field such as Healthcare Administration or Business Management, or three years of related experience.
Healthcare experience.
Strong customer service skills.
Strong communication, prioritization, organizational, and presentation skills, including the ability to facilitate effective meetings.
Ability to work in a team environment and demonstrate flexibility, adaptability, integrity, and interpersonal skills.
Knowledge of multiple software programs, including MS Office and desktop publishing.
Ability to motivate and mentor staff.
Ability to work independently in a high-stress environment and manage multiple tasks simultaneously.
Excellent written and verbal communication skills.

Nice To Haves

Patient relations or patient advocacy experience.
At least one year of patient relations experience.

Responsibilities

Direct daily patient visitation and handle patient special requests and patient/family grievances.
Serve as the designated liaison among patients, families, hospital staff, and physicians to resolve patient concerns.
Investigate and coordinate resolutions to grievances and concerns; make decisions about patient reimbursement concerns and, when appropriate, adjust patient balances based on customer experience.
Manage patient experience projects by involving appropriate staff, analyzing data, managing project budgets, developing and implementing solutions and process improvements, and monitoring progress. Examples include Patient Station, the VIP program, Service Recovery, Patient Relations Volunteers, and Customer Experience Tracking.
Provide interpreter services as needed.
Conduct customer service training and orientation, manage the complaint resolution process, and instruct and lead staff in resolving concerns and developing frontline skills.
Determine which grievances meet hospital and regulatory requirements, coordinate research and data analysis, and ensure resolution.
Direct and supervise Patient Relations Volunteer staff.
Ensure safe care for patients, staff, and visitors and comply with Memorial Hermann policies, procedures, and standards, including budget, time, supply, productivity, and service-quality requirements.
Meet mandatory and continuing education and skills competency requirements; support department goals and serve as a preceptor, mentor, and resource to less experienced staff.
Model Memorial Hermann service standards and create compassionate, personalized, safe, and efficient experiences for patients and colleagues.
Perform other duties as assigned.