What are the responsibilities and job description for the Coordinator - Patient Relations position at Patient Relations in Baltimore, MD - LifeBridge Health?
Summary
Who We Are:
LifeBridge Health is a dynamic, purpose-driven health system redefining care delivery across the mid-Atlantic and beyond, anchored by our mission to “improve the health of people in the communities we serve.” Join us to advance health access, elevate patient experiences, and contribute to a system that values bold ideas and community-centered care.
JOB SUMMARY: Performs and supports the overall patient/family compliment, complaint and/or grievance process, including intake, processing, and resolution. Advocates for patients and families with expressed needs. Facilitates communication between patients/families and hospital staff. Explains hospital policies and procedures to patients and families. Visits patients and families proactively and for service recovery.
ESSENTIAL FUNCTIONS:
- Coordination Performs and supports the day-to-day intake, processing, and resolution of patient and/or family compliments, complaints and grievances.
- Analysis Uses databases appropriately to support tracking and trending of complaint and grievance data, and to document other initiatives.
- Actively represents the needs of patients and families to the Hospital. Communicates policies and procedures to patients and families.
- Communication Serves as a representative for the Hospital in interactions with patients, families and the community.
- Education and Coaching Supports training and education for hospital staff regarding service recovery and complaint and grievance reduction strategies.
REQUIREMENTS: Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field. Experience - 3-5 years.