Patient Relations Coordinator

Position Summary:
Responsible for collaborating with stakeholders across the organization to work towards the remediation of patient/visitor complaints and doing so in a timely and efficient manner. Provides support throughout the organization to help build a culture committed to our vision of improving the patient experience and a culture of respect.

Key Responsibilities:
Compassionately communicates mediates investigates and documents patient and guest complaints and grievances working towards timely and satisfactory resolution.
Understands and explains policies and procedures and regulatory and accreditation standards in response to patient complaints/grievances and patient experience.
Responds to patient complaints and grievances under the direction of the Quality Supervisor
Coordinate Process for patient complaints and grievances:
Interview individual (patient/family member/visitor) with complaint or grievance
Enter complaints/grievance into electronic database and update database as needed
Communicate complaint to departmental manager/director/practice manager and Quality Coordinator when appropriate
Coordinate patient communication with grievance resolution as needed within specific timeframes.
Resolution as needed communication with HES within specified timeframes
Coordinate process for staff compliments
Provide managers with data as requested
Within scope of job requires critical thinking skills judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate responsive action.
Responds to patient complaints and grievances under the direction of the Manager.
Ensures timely follow up documentation and communication to patient Manager and others as identified.
Organizes and provides written and oral communication with complainant
Sets priorities in the completion of daily tasks
Safeguards preserves and maintains confidentiality of all Patient/Family Relations information
Provides intake directly from patients and families from sources including e-mail telephone in-person website connections
Communicates patient/family feedback to appropriate leaders to facilitate follow up. Collaborates with Risk Management Quality and Regulatory teams.
Monitors timeliness of follow up and closure with patients and families
Documents in database to support CMS requirements with regard to patient complaints grievances compliments and inquiries.

ElderONE only:
Proactively contacts new ElderONE patients to onboard and ensure their needs are being met.
Works closely with team members to understand the patients who are at risk for disenrollment
Identifies and assesses program opportunities to improve patient satisfaction and reduce disenrollments

Desired Attributes:
Associates Degree

Minimum Qualifications:
Two years of relevant work experience in customer service or healthcare

Required Licensure/Certification Skills:
None

Rochester General Health System is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employees physician or delegate will be considered for accommodations.

PAY RANGE:

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience relevant qualifications specialty internal equity location and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex (including pregnancy childbirth and related medical conditions) sexual orientation gender identity or expression national origin age disability predisposing genetic characteristics marital or familial status military or veteran status citizenship or immigration status or any other characteristic protected by federal state or local law.