Job Title: Patient Relations CoordinatorDepartment: Patient RelationsLocation: Riedman CampusHours Per Week: 40Schedule: Monday - Friday, 8am - 4:30pmSUMMARY Responsible for collaborating with stakeholders across the organization to work towards the remediation of patient/visitor complaints, and doing so in a timely and efficient manner. Provides support throughout the organization to help build a culture committed to our vision of improving the patient experience and a culture of respect. RESPONSIBILITIES + Compassionately communicates, mediates, investigates, and documents patient and guest complaints and grievances, working towards timely and satisfactory resolution. + Understands and explains policies and procedures, and regulatory and accreditation standards, in response to patient complaints/grievances and patient experience. + Responds to patient complaints and grievances under the direction of the Senior Manager of Risk Management. + Coordinate Process for patient complaints and grievances: Interview individual (patient/family member/visitor) with complaint or grievance. Enter complaints/grievance into electronic database and update database as needed. Communicate complaint to departmental manager/director/practice manager and Quality Coordinator when appropriate. Facilitate patient communication with hospital staff, as appropriate. C oordinate patient communication with grievance resolution, as needed. Resolution, as needed communication within specified timeframes. + Coordinate process for staff compliments. + Provide managers with data as requested. + Arrange for amends as needed. + Within scope of job, requires critical thinking skills, judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate, responsive action. + Responds to patient complaints and grievances under the direction of the Manager. + Ensures timely follow up, documentation and communication to patient, Manager and others as identified. + Organizes and provides written and oral communication with complainant. + Sets priorities in the completion of daily tasks. + Safeguards, preserves and maintains confidentiality of all Patient/Family Relations information. + Provides intake directly from patients and families from sources including e-mail, telephone, in-person, website connections. + Communicates patient/family feedback to appropriate leaders to facilitate follow up. Collaborates with Risk Management, Quality and Regulatory teams. + Monitors timeliness of follow up and closure with patients and families. + Documents in database to support CMS requirements with regard to patient complaints, grievances, compliments and inquiries. REQUIRED QUALIFICATIONS + Two years of relevant work experience in customer service or healthcare. PREFERRED QUALIFICATIONS + Associates Degree. EDUCATION: AS (Required) LICENSES / CERTIFICATIONS: PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements. Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations. PAY RANGE: $19.00 - $24.50 CITY: Rochester POSTAL CODE: 14617 The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts. Rochester Regional Health is an Equal Opportunity/Affirmative Action Employer. Minority/Female/Disability/Veterans by a prospective employee and/or employee’s Physician or delegate will be considered for accommodations.