Patient Relations Coordinator

Full time Day Shift

Participates in developing, leading and facilitating the Mercy Health Saint Mary’s Experience of Care strategy to achieve the organization’s people-centered goals. Facilitates initiatives that drive a culture of engagement, safety and high reliability to achieve a remarkable care experience for Mercy Health patients and families.

Use of strong clinical knowledge to review and address customer requests, complaints and grievances. Works with clinical leaders to resolve issues timely. Uses Lean healthcare skills to improve process and overall experience for patients."

Position Summary:
Provides oversight & support of the workflow & functions in accordance with level of experience, education & standards. Assumes an expanded role & increased responsibility including delegating to others. Participates in the development of & the process improvement of policies & procedures. Works closely with leadership to maintain efficient & effective operations to ensure quality in daily operations. May partner with leadership with the selection, orientation & performance feedback of the team. Works cooperatively to ensure that key customer needs are being met & achievement of operational & performance goals.

What the Experience of Care Consultant will need:

• Bachelor’s Degree in related field or equivalent education and experience.
• Two (2) years experience in acute health care delivery, including interaction with medical staff and hospital leadership.
• Previous leadership experience preferred.
• Proven work experience in patient advocacy, customer service, program or project management, and continuous improvement.
  'Patient experience and/or quality improvement certification within three (3) years of hire.

What the Experience of Care Consultant will do:

• Coordinates operational, technical and/or clerical support services that enhance or improve coordination, preparation & flow of the department process and core work. Plans & organizes workflows and prioritizes customers’ needs. May lead a small team; serves as a mentor. Creates & maintain procedural standards & records as appropriate for role. Develops & maintains educational programs for the team members, including new employee orientation.
• Utilizes multiple system applications for data collection & management. Incorporates basic knowledge of TH policies, practices & processes to ensure quality, confidentiality & safety are prioritized. Demonstrates knowledge of departmental processes & procedures & ability to readily acquire new knowledge. Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient experience. Helps to identify opportunities, develop solutions & lead the team through resolution.
• Employs effective & respectful written, verbal & nonverbal communications; Develops an environment of mutual confidence & trust through collaborative relationships; Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses &/or escalates organizational, operational, or team conflicts.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.