PATIENT RELATIONS COORDINATOR DEER VALLEY

HonorHealth in Phoenix

Job Description

Overview

HonorHealth is a non-profit, local healthcare organization known for community service and outstanding medical quality. HonorHealth encompasses five acute care hospitals with approximately 11,500 employees and 4,500 volunteers, over 70 primary and specialty care practices, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.

HonorHealth is a leader in medical innovation, talent and technology with a genuine commitment to your growth. The health system's vibrant careers take place in an environment filled with opportunity and respect because we see the HONOR in you.

Qualifications

Education
High School Diploma or GED Required

Experience
2 years experience in a patient advocate/patient relations or related position in an acute hospital setting. Required

Responsibilities

Job Summary
The Patient Relations Coordinator has responsibility to implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances including processes to provide rapid response to issues/concerns, initiate service recovery, identify trends, and reduce the risk of future complaints and/or system failures.
  • Manages the patient complaint process:
    Promotes an active process to allow patients to voice concerns and complaints.
    Serves as a resource and coach to hospital leaders and employees on how to resolve specific complaints.
    Receives complaints and concerns from patients, families, and others.
    Investigates and resolves patient complaints in a timely manner.
    Documents complaints into the MIDAS system.
    Complaints and concerns are summarized and compiled for reports to management to influence improvement.
  • Manages the formal patient grievance process:
    Ensures policies and procedures are in place and used in compliance with all Federal (CMS Grievance Guidelines), State laws, and other regulatory agency standards.
    Educates patients about their grievance process rights.
    Educates employees about the grievance process.
    Investigates, resolves, and documents patient grievances.
    Inputs documentation into the MIDAS system.
    Manages the timely written response to grievances.
    Systematically escalates concerns to appropriate administrators, clinical directors, managers, clinical providers, and risk management.
    Provides grievance data to the organization’s CI efforts.
  • Leads the facility’s Service Recovery process:
    Uses the established service recovery process to actively resolve patient/customer concerns quickly and fairly.
    Works to obtain patient satisfaction with the process and the outcome.
  • Provides patient survey feedback and other patient feedback to management:
    Shares with administration and the appropriate managers and clinical providers, information received from patients’ comments during: 1) HCAHPS and other CMS surveys, 2) discharge phone calls, 3) letters/cards to the CEO, and 4) patient rounding.
    Collaborates on best approach for resolving issues; identifies potential trends
  • Rounds regularly in the patient care and service areas:
    Greets patients and families, and practices active listening to determine needs and concerns.
    Role models Service Standards and Behaviors.
  • Manages the hospital Discharge Phone Call Program as directed by the CNO.
    Assists in designating and training of staff and/or volunteers to make discharge phone calls using the MIDAS system.
    Monitors the number and types of calls made.
    Provides Program Reports to the CNO\
  • Assists Security and Hospital Directors in managing and responding to patients regarding Lost and Found items.

 

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