Patient Experience Coordinator

Patient Relations Department Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Day Shift - 7.5 Hours (United States of America)

Manages the Patient Relations Department while reporting directly to the VP of Quality. Systematically assesses concerns of patients and visitors. Uses assessment data to identify problems and facilitate the resolution of problems. Directs patient rights efforts that are mandated by law. Develops and implements best practice standards to follow up on concerns and complaints brought forward by consumers both internal and external.

Completes qualitative assessments throughout the entire organization to maintain a continuous pulse of the experiences of the patients and their caregivers. Partners with members of management and the front line staff to enhance the environment of healing. Oversees regulatory aspects of the Patient Relations Department to ensure all standards are maintained. Elevates the level of performance and tracks key performance indicators to ensure that all patient relation and experience goals are achieved. Comfortable in addressing healthcare regulations both internally in relation to the organization and externally with accrediting organizations. There is an oversight of departmental operations and personnel function in assisting the Vice President of Quality. Can assist in periods of high patient volume or other departmental need as assigned by the VP of Quality or AVP of Quality.

Management experience preferred. Patient Representative (consumer relations) and teaching experience are preferred. Experience with and the ability to analyze and interpret patient experience, employee engagement and complaint / grievance management data is preferred. Prior experience with patient advocacy, and complaint / grievance management in a healthcare setting is required. Must have exceptional interpersonal, problem-solving and conflict management skills. Ability to handle potentially adversarial situations with composure and diplomacy; good follow-through ability. Ability to work with teams to improve consumer experiences; experience with public speaking.

Requirements :

• Able to work with diverse clinical, ancillary and administrative leaders and front-line staff teams to achieve the goals of the department and organization.
• Bachelor's Degree in Healthcare Science, Business, or Communication from an accredited college / university
• Experience with project coordination, facilitation and leadership.

Preferred :

Monday - Friday 8 : 30a - 5p

Employment Non-Discrimination : Richmond University Medical Center is committed to equality of opportunity in all aspects of employment and provides full and equal employment opportunities to all employees and potential employees without regard to race, color, national origin, religion, gender identity, sex, sexual orientation, pregnancy, childbirth and related medical conditions and needs including lactation accommodations, physical or mental disability, age, immigration or citizenship status, veteran or active military status, genetic information, or any other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!