The Patient Relations Coordinator reviews all emails, calls, social media messages and written complaints and follows up for additional information as necessary. They record complaints/comments and coordinates with the appropriate department/leader for resolution. Receives compliments and forwards them to the appropriate leader for recognition. Issues acknowledgement letters and forwards grievance forms within the designated timeframe and assists with following up on resolution responses to the complainant. Assists with accreditation surveys and requests from accrediting and regulatory entities and compiles reporting on trends, frequency, and key areas of concern.

Minimum Qualifications:

Education: High School or GED required. Bachelor’s Degree strongly preferred, or equivalent combination of education and experience, preferably in customer service and/or health care field.

Experience: Three years of work experience in healthcare or customer service field required. Experience or training in Joint Commission complaints processes and CMS Conditions of Participation related to complaints and grievances required. Prior experience working with grievances and appeals strongly preferred. Knowledge of RSFH organizational structure strongly preferred.

Licensure/Certification: Notary Public Certification within 60 days of hire.

Primary Source Verification (if applicable): N/A

Knowledge/Skills: Ability to differentiate different types of complaints and determine appropriate parties for handling. Excellent prioritization and organizational skills; effectively manage competing priorities and multiple deadlines. Must have excellent written and verbal communication skills, customer service skills, and ability to summarize and escalate customer complaints to appropriate manager. Ability to work independently and under pressure. Attention to detail and critical thinking skills. Excellent attendance history. Ability to establish and maintain rapport with patients and staff. Maintains confidentiality of sensitive information. Ability to organize and maintain accurate patient correspondence records and files, including electronic record keeping. Must meet required deadlines. Sound judgment and decision-making abilities. Proficient in Microsoft Word and Excel computer programs.

Other: Must complete training and establish proficiency on Marsh ClearSight computer software for complaints, compliments and grievance tracking prior to implementation.

Contacts: Contact with patients, former patients, billing department representative, and management on a daily basis. Referrals to other resources daily to include, but are not limited to: nurse managers, administration, medical staff, nurse peer review, Quality Department, CALM Department, Patient Experience Department, and Human Resources.