Patient Relations Coordinator

Who We Are:

SAC Health empowers our patients and their families to live vibrant and healthy lives through culturally responsive exceptional care. Patientcentered wholeperson care. Our unique full scope teambased approach is what makes SAC Health the provider of choice for patients.

TopTier Patient Satisfaction Scores Largest Teaching Health Center FQHC 11 Locations offering 44 Specialties NCQA PatientCentered Medical Home Level 3 Certified MultiSite Approved for NHSC & NCLRP loan forgiveness programs NHSC/Nurse Corps/Pediatric Specialty HPSA Scores: Primary: 17 Dental: 25 Mental: 20

What We Are Looking For

Reports to the Manager Credentialing & Privacy. Will serve as a central resource for customer complaints and grievances; including but not limited to quality of care respectful treatment privacy etc. Ensures appropriate documentation investigation referrals and follow up with internal and external customers. Serves as professional representative and liaison to external constituencies; including but not limited to customer satisfaction and regulatory agencies. Performs clerical and organizational support to include Memos & Notices Log maintenance Letter writing Report writing and File maintenance.

Schedule: 10 hours per day 4 days per week Tuesday Friday 7:00 am 5:30 pm Location: Brier Clinic San Bernardino CA

ESSENTIAL FUNCTIONS AND DELIVERABLES

• Will serve as a central resource for customer complaints and grievances; including but not limited to quality of care respectful treatment privacy etc.
• Serves as professional representative and liaison to external constituencies; including but not limited to customer satisfaction and regulatory agencies.
• Under the supervision of the Chief of Compliance acts as SAC Health Civil Rights Grievance Officer to coordinate Section 1557 compliance efforts and responsibilities including; Investigations of any grievance alleging discrimination. Assures compliance with established grievance procedures affording due process to the complainant and providing a prompt and equitable resolution.
• Performs clerical and organizational support to include Memos & Notices Log maintenance Letter writing Report writing and File maintenance.
• The position involves coordinating facilitating and overseeing responses to dissatisfied patients and families and working collaboratively with physicians and employees of all levels in the organization.
• Ability to establish and maintain interpersonal relationships and develop constructive and cooperative working relationships with others and maintaining them over time.
• Provide personal assistance emotional support or other personal care to the patients. Utilizes interpersonal skills to maximize customer service in a manner that supports excellence in customer service and safe patient care.
• Ability to provide guidance and advice to management and or groups on patient relations processes. Ability to act on patient behalf as an advocate must have the best interest of all SAC patients.
• Must have the ability to diffuse angry patients and situations must be willing to assist and have the ability to deescalate upset patients/family members.
• Ability to walk and move freely among all clinical departments on a daily basis ensuring that patient problems are identified and resolved quickly and appropriately.
• Investigate patient inquiries and complaints and work with appropriate medical staff members and follow up to ensure satisfactory resolution.
• Develop track and maintain patient satisfaction surveys results and delivery of results to Executive Leadership and Board members.
• Maintain knowledge of community services and resources available to patients.
• Read current literature talk with colleagues continue education or participate in professional organizations or conferences to keep abreast of developments in the field.
• Explain policies procedures or services to patients using medical or administrative knowledge.
• Distribute newsletters brochures or other printed materials to share information with patients as necessary to resolve issues
• Collect and report data on patient complaints and cases that have been resolved.
• Assists in researching governmental regulations in order to stay current with policies and procedures affecting the healthcare industry. This includes knowledge HRSA and FQHC regulations; HIPAA requirements and other federal and state laws.
• Ensures HIPPA requirements are being followed in every case.
• Assists with investigations regarding possible HIPPA violations.
• Ability to keep abreast of industry standards and outlooks related to FQHC responsibility and compliance practices as well as regulatory news that could affect the companys business activities regionally and nationally.
• Must be able to work with all levels of staff; have excellent communication skills and ability to keep a professional demeanor at all times.
• Must have strong organizational skills; exercise discretion confidentiality and sound judgment in handling a variety of situations.
• Must be able to work with minimal supervision and within a team environment. May need to travel to other clinics as necessary to provide assistance to staff who have patients requesting to file a grievance against SAC Health; must have a reliable vehicle valid drivers license and auto insurance.
• May assist the Compliance Department in the educational presentations on the policies and procedures privacy and security regulations state and federal regulations and other compliance and policy issues to ensure that all appropriate employees managers directors and providers are knowledgeable of and comply with pertinent federal state and program (IEHP Molina ect.) requirements and regulations.
• Other duties as assigned by the Director.

QUALIFICATIONS:

• Education: High School Diploma or equivalent required Bachelors Degree Preferred.
• Licensure/Certification: Graduation from a Certified Medical Assistant Program or CNA Certificate Program or Current unrestricted CA LVN is required. Current CPR/BLS certification (must be American Heart Association or Red Cross accredited program). Valid California drivers license and auto insurance.
• Experience:1 year with conflict resolution and patient experience required. Minimum of 3 years healthcare experience preferred. Must be bilingual Spanish/English. As a requirement of this position you must receive EPIC certification for the module you have been hired into.
• Essential Technical/Motor Skills: Must be able to sit and stand for extended periods of time and there is some potential of exposure to infectious chemicals and materials. Computer skills and knowledge of computer programs. Accuracy and detailed oriented.
• Interpersonal Skills: Levelheaded: must be able to control emotions even in tough situations. Reliable: must always be counted on to do a good job. Always keep an eye out for what other people need. Much of the workday is spent interacting with patients customer service is a high priority and appearance must always be clean and professional.
• Essential Mental Abilities: Ability to set priorities ability to focus and multitask in a sometimes noisy environment. Must have excellent communication skills verbal and writing.
• Work Eligibility: Must be legally authorized to work in the United States on a fulltime basis. Must not now or in the future require sponsorship for employment visas.

EEO: SAC Health is committed to fostering a diverse equitable and inclusive work environment and is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

Full Benefits Package Effective on Your First Day!

Industry Leading PTO Accrual (accrued per pay period) Sick Leave Paid Holidays Paid Jury Duty Bereavement SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection) Retirement up to 8% employer contribution Continuing Education and Learning Benefits Annual Mission Trip and much more!

Learn More About the Work We Do:

SAC Healths Mission: SAC Healths mission is to reflect the healing ministry & love of Jesus Christ through healthcare education & partnerships that empower our communities to flourish.

SAC Healths Core Values: Quality Healthcare Teamwork Wholeness Integrity Compassion Excellence Humble Service Respect