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. The pediatric ambulatory clinics at Primary Children's Outpatient Specialty Center operate in site-of-service 11 and site-of-service 22 space that is used in conjunction with PCH and other University and community pediatric providers. May assist with patient experience/safety across pediatric surgery departments.
Responsibilities
Essential functions include, but are not limited to:
- 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. May participate in the negotiation of resolution, within authority granted by department management.
- 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, as deemed appropriate by the specific concern or regulatory requirements.
- Documents events within the Event System in compliance with regulatory bodies.
- Collaborates with Patient Accounts on billing adjustments, administrative holds, and patient billing complaints.
Knowledge / Skills / Abilities
- Ability to perform the essential functions of the job as outlined above.
- Demonstrated human relations and effective communication skills.
- Non-routine problems may be handled independently, but it is expected that such actions will be coordinated with the appropriate officials.
- Ability to learn and gain expertise with the organization and department-specific computer programs.
- Ability to function independently and interdependently within a team, and under minimal supervision.
- Ability to handle highest level of confidential information.
- Demonstrated attention to detail, conflict resolution, and report preparation skills.
Working Conditions and Physical Demands
Employee must be able to meet the following requirements with or without an accommodation.
This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull, or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.
Minimum Qualifications
Required
- Bachelor's degree in a health care related field, or the equivalency (one year of education can be substituted for two years of related work experience).
- Two years of health care, operational, or business experience.
Preferred
- Previous work experience in risk management, quality improvement, or a patient safety related field.
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