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Patient Relations Coordinator - Patient and Family Experience

Company: Mission Hospital Mission Viejo
Location: Apple Valley
Posted on: November 12, 2021

Job Description:

We are looking for a Patient Relations Coordinatorfor the Patient and Family Experience Departmentat St. Mary Medical Center. Location:Apple Valley, CAWork Schedule: Full time - 80 Biweekly HoursShift: 8-hour, Days Job Summary: The Patient Relations Coordinator acts as a liaison between the patient/patient's family and the hospital by facilitating patient requests, managing patient complaints and grievances, and coordinating resolution of significant and/or clinical patient grievances/complaints by actively investigating each concern, including interviewing the staff involved. Accurately evaluates, interprets and abstracts the medical record documentation by the physician and other health care team members of specific episodes of the patient's care to determine outcome of care provided. Composes formal written response to patient concerns based on outcomes of care. Develops and maintains Patient Grievance and Complaint database providing necessary reports as directed. Performs other assigned tasks as directed. Works independently with minimal supervision. Essential Functions:

  • Coordinates, investigates and resolves consumer grievances concerning the quality of care and services by providing a formal grievance mechanism for the organization.
  • Facilitates inpatient, outpatient and drop in complaints and grievances in an attempt to resolve within the established timeframe and/or fulfill specific requests, which requires communication and collaboration with multiple departments.
  • Investigates reports of lost patient items (such as eyeglasses and dentures) and coordinates with Risk Management on items of value.
  • Coordinates response and action to be taken in regards to comments received on patient satisfaction surveys.
  • Initiates regular communication with managers regarding feedback received from patients.
  • Develops and maintains patient complaint and grievance log (one log) database to document and ensure evidence of patient complaints, grievances, interventions, and resolutions in accordance with the Medicare Conditions of Participation.
  • Develops formal written response to patients in regards to complaint and grievance resolutions.
  • Develops reports and provides patient grievance/concerns data to Risk Management and the Grievance Committee as required.
  • Attends clinical department staff meetings, as requested, to present data related to patient concerns, etc.
  • Identifies trends with regard to patient grievance or concerns and reports to respective Directors, Vice Presidents or Committees as required.
  • Facilitates completion of special projects as assigned.
  • Identifies and initiates process improvement opportunities to increase patient satisfaction. Skills:
    • Excellent interpersonal and time management skills.
    • Excellent oral and written communication skills, in addition to the ability to effectively Manage patient expectations.
    • Have excellent admission.
    • Ability to work independently and accomplish several projects and activities at the same time, accurately.
    • Bilingual.
    • Medical terminology.
    • Demonstrated proficiencies in Microsoft Office products, including Access. Minimum Position Requirements: Education: Associate's Degree Preferred Position Qualifications: Education: Bachelor's Degree in Related Field Experience: 2 years related experience in a healthcare environment. St. Mary Medical Center (SMMC) is an acute care hospital with 213 beds and over 1,750 employees making it one of the region's largest employers serving communities of the High Desert. The facility was constructed in 1956 and joined the St. Joseph Health System in 1992. This facility has the only Neonatal Care Unit in the High Desert Accredited by California Children Services and has been granted approval as a Special Hospital with the California Children's Services Community Neonatal Intensive Care Unit. St. Mary was accredited as a primary Stroke Receiving Center in 2018, the only stroke-receiving center in the High Desert. The Services and Clinical Specialties offered at this Hospital are Diabetes Education, Emergency Services, Heart and Vascular Services, Imaging Services, Rehabilitation Services, Respiratory Services, Robotic Surgery Services, Surgical Services, Women & Children's Services and Wound Care and Hyperbaric Medicine.

Keywords: Mission Hospital Mission Viejo, Apple Valley , Patient Relations Coordinator - Patient and Family Experience, Other , Apple Valley, California

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