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Patient Advocacy Coordinator II
2 months ago
Overview
This position is integral to MaineHealth's mission of promoting health and wellness within our communities.
The Patient Relations Coordinator II plays a crucial role in managing patient feedback, including complaints and grievances, ensuring that all issues are addressed promptly and collaboratively. This role involves maintaining accurate documentation, keeping patients informed throughout the resolution process, and tracking complaints for reporting to relevant regulatory bodies. The Coordinator also contributes to enhancing the overall patient and family experience by serving as a key resource and collaborating on initiatives aimed at improvement.
This position requires close collaboration with clinical leadership and providers to effectively resolve issues and to communicate patient advocacy requests and positive feedback.
- Exceptional customer service abilities, along with strong written and verbal communication skills, are essential.
- Ability to listen attentively and empathetically, identify the root causes of patient dissatisfaction, and uphold confidentiality is critical. Professionalism and composure are necessary when dealing with challenging situations, ensuring a balanced perspective for both patients and medical staff.
- Capacity to build relationships across the organization to facilitate the resolution of patient concerns.
Essential Qualifications and Skills
- Education: An Associate's degree with a minimum of five years of relevant experience in healthcare, or a Bachelor's degree with at least three years of relevant experience is required.
- Licenses/Certifications: Not applicable.
- Experience: Refer to the educational requirements.
- Familiarity with CMS regulations regarding patient complaints and grievances is preferred.
- Knowledge of performance improvement methodologies, such as plan-do-study-act, is advantageous.
- Proficiency in Microsoft Office or similar software is preferred.
- Experience with electronic health records is beneficial.
- Strong verbal and written communication skills are necessary.
- Critical thinking abilities and attention to detail are essential.
- Must be collaborative and team-oriented.
Additional Information
MaineHealth encompasses a network of healthcare providers, including hospitals, physician practices, long-term care facilities, home care agencies, and various support services.
