PS Patient Relations Coordinator

Job Summary

This position acts as a liaison between patients, patient families, and the organization by initiating and managing the complaint process through the customer service department. This position works with managers and providers as an additional resource to de-escalate dissatisfied patients and families and negotiate resolutions with authority from the Director and/or Manager. Provides basic and complex preventative assessment of processes, procedures and programs including in-service education, consultation, and liaison activities. This position is not responsible for providing patient care.

Implements and supports patient safety initiatives focused on the identification, reporting, investigation, and prevention of events for an organization that provides healthcare patient services. Works collaboratively with Department leadership, Primary Children's Hospital (PCH), and physician faculty members.

The ambulatory group in the Department consists of 12 pediatric subspecialty divisions and service lines that practice primarily at Primary Children's Outpatient Specialty Center, Primary Children's Riverton, Primary Children's Layton, Primary Children's Lehi (Miller Campus), 6th South Clinic, and various satellite clinics.

Responsibilities

• Evaluates patient relation issues to determine appropriate actions for risk mitigation in coordination with department management Director.
• Investigates complaints, reviews the circumstances with involved parties, and makes recommendations for resolution.
• Partners with the Risk Management department in the management of non-litigation, high level complaints and grievances.
• Maintains all files, emails, and/or other documents associated with patient relations investigations.
• Assists the director and division managers in the preparation of special reports or in response to requests for information.
• Tracks concerns and issues and assists in the preparation of ongoing metrics.
• Provides clinical relations education, training, or consultation as appropriate.
• Develops and coordinates appropriate verbal or written response to patient/family concerns.
• Documents events within the Event System in compliance with regulatory bodies.
• Collaborates with Patient Accounts on billing adjustments, administrative holds, and patient billing complaints.

Minimum Qualifications

Required: Bachelor's degree in a health care related field, or the equivalency. Two years of health care, operational, or business experience.

Preferred: Previous work experience in risk management, quality improvement, or a patient safety related field.