Patient Experience & Patient Relations Coordinator

Job Description

Hutchinson Health is hiring for a Patient Relations and Experience Coordinator. This newly created position will serve both of our Central MN locations (Hutchinson Health and Olivia Hospitals & Clinics). The successful candidate will interact with patients/customers to understand, support, and resolve any care complaints or grievances. This individual will also partner with our clinical care departments regarding patient experience measurement and quality improvement initiatives. This role includes responsibilities to effectively facilitate multiple internal work teams/committees. Must have a passion for customer service; empathy; and strong communication skills, both verbal and written. Healthcare-related education and/or or previous patient relations experience preferred.

Essential Duties & Responsibilities:

• Manages general oversight of the grievances and complaints process for the organization.
• Provides timely, empathetic communication with customers regarding grievances.
• Works with managers/supervisors on grievances, ensuring investigation and follow-up is done in a timely manner, and that responses fully address all issues raised by the patient/customer.
• Collaborates with manager/supervisors to compose the written letter of response and/or as indicated, the telephone or in-person response to concerns.
• Composes and relays the organizations response to patients/customers. Assures completeness of all customer concern documentation, using the organizational electronic incident management system.
• Serves as a member and the co-facilitator of the Hutchinson Health Grievance Committee.
• Assists with analyzing and trending customer concern-related data to identify opportunities to continuously improve the organization’s services.
• Assists with assuring continuous compliance of with regulatory standards involving patient rights and customer concerns.
• Facilitates reporting of case summaries of customer concerns including resolution to the respective insurance programs as required.
• Serves as a member on the Patient and Family Advisory Committee (PFAC)
• Serves as a member on the Patient Experience Committee.
• Coordinates Facilitates routine review and update of organizational patient education materials for accuracy, current content and patient-friendly and is a main resource for patient experience data in collaboration with Marketing and internal subject matter experts.
• Coordinates patient education handouts and materials. Participates in process improvements related to patient experience, or other quality and safety improvement projects.
• Performs all other duties as assigned.

Education, Training or Degree Required:

• Clinical training background in nursing or social work preferred.

Experience and Skills:

• Ability to work well with patients and families, demonstrating a high degree of diplomacy, tact and empathy.
• Ability to work with multiple levels both inside and outside the organization.
• Three years of patient care or Hutchinson Health customer service experience.
• Training in de-escalation.
• Experience in conflict resolution.
• Strong communication skills, both written and verbal, required.
• Proficient computer skills, required.

Qualifications

Job Info

Job Identification: 108301

Job Category: Quality

Posting Date: 2024-12-04T17:07:23 00:00

Work Schedule: Monday to Friday, Business Hours (8-5)

Hours Per Week/FTE: 40 hrs weekly / 1.0 FTE

Job Shift: Day

Position Type: Full-time regular

Job Category: Quality

Department: Quality Patient Safety

Pay Range: $27.24 - $40.64 hourly

Pay Range Statement: Compensation is based on the level and requirements of the role. Pay within our ranges may also be determined by education, experience, knowledge, skills, location, and abilities as well as internal equity. Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.)

Overtime Eligibility Status: Non-Exempt

Locations: Hutchinson Health Hospital

Salary : $27 - $41