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Patient Relations Coordinator

Job ID 12468855 Date posted 07/06/2019
Essential Job functions:
* Focuses on complaint resolution by assisting patients who request help due to dissatisfaction with logistics, personnel or any service provided by SMG or SHM.
* Investigates complaint, works directly with staff, providers and managers throughout the entire organization to intervene and to address conflicts and provide resolution as needed.
* Uses SBAR method to review, investigate and present cases
* Timely data input into complaint management software application.
* Presentations of Patient Relations cases/issues to Manager, Director and Chief Legal Officer to update and discuss any high-level complaint cases
* Receives and responds to Escalated Complaints from Sr. Management and C Suite as needed
* Conducts assessment of patient complaint to identify and isolate potential and real liability issues associated with individual complaints and works with Risk Management as directed
* Demonstrates a thorough knowledge of HIPAA regulations in the performance of the job and works with Privacy officer as needed in the investigation of privacy complaints
* Function to support Sr. Patient Relation Coordination in liaison with Marketing on complaints generated by Social Media
* Liaison with providers to assist in management of social media complaints
* Interacts with patients/families who post complaints on social media as appropriate
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General Job functions:
* Maintains complaint files as needed
* Conducts performance improvement as required
* Supports Risk Management/Patient Relations Initiatives
* Engages in departmental meetings to deliver Patient Relations reports
* Collaborates with internal and cross-functional teams to improve and develop practices, operations, programs, and services by providing subject matter expertise
Physical Job Requirements:
* Dexterity of hands and fingers
* Endurance (e.g. continuous typing, prolonged standing/bending, walking)
Education, Certification, Computer and Training Requirements:
* Bachelor's Degree preferred
* 5 years' experience in Healthcare as an MA (certification preferred) or 3 years' experience in Patient Relations
*  Computer literate especially in use of the internet
* Medical terminology preferred
* Excellent phone skills
* Ability to communicate in English, both orally and in writing
* Strong data management and entry skills
* Ability to perform duties with time limitations with a high degree of accuracy
* Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) and Office Technology in a Windows based environment including PowerPoint and Graphics applications
Travel:
* Travel to satellite offices for meetings
Job Requirements
Education, Certification, Computer and Training Requirements:
* Bachelor's Degree preferred.
* 5 years' experience in Healthcare as a MA (certification preferred)
  3 years' experience in Patient Related Customer Care
* Excellent written and verbal communication skills. Computer literate especially in use of the internet
* Medical terminology preferred
* Excellent phone skills
* Ability to communicate in English, both orally and in writing
* Strong data management and entry skills
* Ability to perform duties with time limitations with a high degree of accuracy
* Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) and Office Technology in a Windows based environment including PowerPoint and Graphics applications
Travel:
* Travel to satellite offices for meetings

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