Coordinator Patient Relations

Overview Thompson Peak Medical Center Monday - Friday from 8:00am to 4:30pm Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation, and community services with approximately 13,100 team members, 3,500 affiliated providers and nearly 700 volunteers. HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth’s mission is to improve the health and well-being of those we serve. As a community healthcare system, we have a unique responsibility to keep our facilities as safe as possible to protect our patients and team members. With this in mind, we require all new hires to have received the first dose of a COVID-19 vaccine before their start date and be scheduled for their second dose. New hires who choose to receive the Johnson & Johnson vaccine only need one dose to fulfill this requirement. Reasonable accommodations will be considered. Responsibilities Job Summary The Patient Relations Coordinator has responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures. Manages the patient complaint process: Promotes an active process to allow patients to voice concerns and complaints. Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints. Receives complaints and concerns from patients, families, and others. Investigates and resolves patient complaints in a timely manner. Documents complaints into the MIDAS system. Complaints and concerns are summarized and compiled for reports to management to influence improvement. Manages the formal patient grievance process: Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards. Educates patients about their grievance process rights. Educates employees about the grievance process. Investigates, resolves, and documents patient grievances. Inputs documentation into the MIDAS system. Manages the timely written response to grievances. Systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management. Provides grievance data to the organization’s CI efforts. Leads the facility’s Service Recovery process: Uses the established service recovery process to actively resolve patient/customer concerns quickly and fairly. Works to obtain patient satisfaction with the process and the outcome. Provides patient survey feedback and other patient feedback to management: Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during: HCAHPS and other CMS surveys Discharge phone calls Letters/cards to the CEO Patient rounding Collaborates on best approach for resolving issues; identifies potential trends Rounds regularly in the patient care and service areas: Greets patients and families, and practices active listening to determine needs and concerns. Role models Service Standards and Behaviors. Manages the hospital Discharge Phone Call Program as directed by the CNO. Assists in designating and training of staff and/or volunteers to make discharge phone calls using the MIDAS system. Monitors the number and types of calls made. Provides Program Reports to the CNO Assists Security and Hospital Directors in managing and responding to patients regarding Lost and Found items. Qualifications Education High School Diploma or GED Required Experience 2 years experience in a patient advocate/patient relations or related position Required Facility Support Services Department Patient Experience Proj Work Hours Monday - Friday from 8am to 4:30pm Shift 01 - Days Position Type Regular Full-Time