Patient Relations Coordinator (RN)

Job Description

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
The Patient Relations Coordinator is responsible for managing patient relations and complaint activity. Serves as a liaison between the patients, their families, and the organization’s departments, administration, and physicians for thorough and timely resolution of issues, concerns and complaints.

Responsibilities:
• Intakes and documents all patient complaints and grievances. Records actions taken by involved parties regarding these items, as required by organizational policies and regulatory requirements. Responds to complaints and grievances in writing in accordance with regulatory and accreditation expectations.
• Serves as an advocate for concerned patients and family members during or after their stay, or at receipt of services in the facility. Listens to issues, investigates concerns, and provides feedback to requesting individual(s).
• Promotes confidentiality, respect, and dignity for all persons encountering the organization in a culturally competent context.
• Investigates facts underlying identified complaints and grievances. Interviews affected and involved parties. Analyzes details of data gathered, draws valid conclusions, and navigates resolution for parties involved.
• Educates leaders about complaint management and resolution, effective interpersonal strategies, and regulatory requirements.
• Identifies, prioritizes, and escalates serious complaints and grievances for appropriate response.
• Defines, prepares, and delivers aggregate metrics regarding complaints and grievances for overall and specific patient relations items / trends throughout the organization. Presents analysis to a wide variety of stakeholders and contexts. Ensures that gathered insights are delivered to internal stakeholders for preventive action.

Other information:
Required
• Bachelor’s of Science in Nursing (BSN) or an equivalent combination of experience and education.
• Must be licensed to practice as a Registered Nurse (RN) in the state of North Carolina or one of compact states.
• Five (5) years of experience in working in a Registered Nurse (RN) role in an acute care setting.
• Experience performing conflict negotiation and mediation in a professional / work capacity
• Excellent verbal and written communication.

Job Details

Legal Employer: Pardee - HCHC

Entity: Pardee UNC Health Care

Organization Unit: Risk Medical Affairs

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: PARDEEHOSP

Exempt From Overtime: Exempt: Yes

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.