Summary
This is a regional position : The Patient Relations Coordinator II contributes to the organization's overall goal to deliver on MaineHealth's mission - "Working together, so our communities are the healthiest in America."
The Patient Relations Coordinator II manages patient complaints and grievances in a timely and collaborative manner with proper documentation, ensures that patients are kept informed while complaints are processed, maintains a system for tracking patient complaints and reporting to regulatory agencies as appropriate, helps enhance patient and family experience by serving as a resource and collaborating on improvement projects, and participates in organization-wide efforts to address salient trends in patient complaints and grievances.
This position works closely and collaboratively with provider and clinical leadership to resolve complaints and grievances and to share patient advocacy requests and compliments.
- Strong customer service skills, excellent written and verbal communication skills a must.
- Ability to listen carefully and patiently, to identify source of patient dissatisfaction, and to maintain confidentiality.
Professionalism and composure are required while handling challenging patients and family members, balancing objectivity for the patient and the medical staff in reporting.
Ability to develop relationships throughout the organization for identifying and working through patient complaints to resolution.
Required Minimum Knowledge, Skills, and Abilities (KSAs)
Education : Associate's degree with at least five years of relevant healthcare experience OR bachelor's degree with at least three years of relevant healthcare experience required.
- License / Certifications : N / A
- Experience : See "Education"
- Knowledge of CMS regulations about patient complaints and grievances preferred
- Familiarity with performance improvement tools and concepts, e.g., plan-do-study-act, preferred
- Proficiency in Microsoft Office suite or equivalent preferred
- Familiarity with electronic health records preferred
- Effective verbal and written communication skills
- Strong critical thinking skills and attention to detail
- Collaborative and team oriented
Additional Information
MaineHealth is a health system whose members and affiliates include hospitals, physician practices, long-term care facilities, home care agencies, and support services.
Learn more about this system at www.mainehealth.org
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