Patient Relations Coordinator II-Patient Safety and Compliance

2 weeks ago


Portland, Maine, United States MaineHealth Full time
Job Summary

This is a regional position that 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 plays a crucial role in managing patient complaints and grievances in a timely and collaborative manner with proper documentation. This involves ensuring that patients are kept informed while complaints are processed, maintaining a system for tracking patient complaints and reporting to regulatory agencies as appropriate, and helping to enhance patient and family experience by serving as a resource and collaborating on improvement projects.

This position works closely and collaboratively with provider and clinical leadership to resolve complaints and grievances and to share patient advocacy requests and compliments.

Key Responsibilities
  • Provide exceptional customer service skills, excellent written and verbal communication skills are a must.
  • Ability to listen carefully and patiently, to identify the 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.
Requirements
    • 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
About MaineHealth

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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