Job Summary The Patient Relations Coordinator has responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures.
Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints. Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints. Receives complaints and concerns from patients, families, and others. Investigates and resolves patient complaints in a timely manner. Documents complaints into the MIDAS system. Complaints and concerns are summarized and compiled for reports to management to influence improvement.
Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards. Educates patients about their grievance process rights. Educates employees about the grievance process. Investigates, resolves, and documents patient grievances. Inputs documentation into the MIDAS system. Manages the timely written response to grievances. Systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management. Provides grievance data to the organization's CI efforts.
Leads the facility's Service Recovery process: Uses the established service recovery process to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome.
Provides patient survey feedback and other patient feedback to management: Shares with administration and the appropriate managers and clinical providers, information received from patients' comments during: 1) HCAHPS and other CMS surveys, 2) discharge phone calls, 3) letters/cards to the CEO, and 4) patient rounding. Collaborates on best approach for resolving issues; identifies potential trends
Rounds regularly in the patient care and service areas: Greets patients and families, and practices active listening to determine needs and concerns. Role models Service Standards and Behaviors.
Manages the hospital Discharge Phone Call Program as directed by the CNO. Assists in designating and training of staff and/or volunteers to make discharge phone calls using the MIDAS system. Monitors the number and types of calls made. Provides Program Reports to the CNO\
Assists Security and Hospital Directors in managing and responding to patients regarding Lost and Found items.
Internal Number: 2018-15480
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.