Healthcare Relations Coordinator

3 days ago

Jersey City, New Jersey, United States Summit Health Inc Full time
About Our Company

We are a physician-led, patient-centric network dedicated to simplifying healthcare and delivering connected care. Our multispecialty and urgent care providers serve millions of patients across traditional practices, patients' homes, and virtually through our operating companies. We are committed to innovating value-based care and leveraging integrated applications, population insights, and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job DescriptionEssential Job Functions:
  • Resolve complaints and concerns across VillageMD, Summit Health, and CityMD by directly communicating with patients, family members, staff, and providers.
  • Investigate complaints, work with staff, providers, and managers to intervene, address conflicts, and provide resolution as needed.
  • Use the SBAR method to review, investigate, and present cases.
  • Timely input of data into complaint management software.
  • Present cases to Manager, Director, and VP Risk Management & Patient Relations to update and discuss high-level complaints.
  • Respond to escalated complaints from Senior Management as needed.
  • Assess patient complaints to identify and isolate potential and real liability issues and work collaboratively with Risk Management on resolution.
  • Demonstrate a thorough knowledge of HIPAA regulations and work with the Privacy Officer as needed in the investigation of privacy complaints.
  • Interact with patients/families who submit patient satisfaction surveys when appropriate.
General Job Functions:
  • Answer live calls and respond to emails from patients and staff/providers to assist with resolution of complaints or concerns.
  • Track, manage, and maintain open cases to ensure timely completion.
  • Support Risk Management/Patient Relations initiatives.
  • Engage in departmental meetings to deliver Patient Relations reports.
  • Collaborate with internal and cross-functional teams to improve and develop practices, operations, programs, and services by providing subject matter expertise.
Physical Job Requirements:
  • Dexterity of hands/fingers.
  • Endurance (e.g., continuous typing, prolonged sitting/standing).
Education, Certification, Computer, and Training Requirements:
  • Associates Degree required, Bachelors degree preferred.
  • 3 years healthcare experience preferred.
  • Working knowledge of Microsoft Office.
  • Knowledge of medical terminology preferred.
  • Excellent written and verbal communication skills.
  • Strong data management and entry skills.
  • Ability to perform duties with time limitations with a high degree of accuracy.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages, and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking, or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, or file a complaint.

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