Clinical Risk & Patient Relations Coordinator (FT) | Risk & Patient Relations | Ames | 2025-279

McFarland Clinic; Ames (IA); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401(k)

PTO

Job summary

McFarland Clinic is seeking a Clinical Risk & Patient Relations Coordinator for its Ames location to enhance patient satisfaction and manage clinical risk initiatives. You will handle patient concerns, coordinate relations activities, and support risk management within a Just Culture framework.

Responsibilities include serving as the primary contact for patient concerns, tracking grievances, supporting risk analyses, and educating staff on best practices for service recovery and patient advocacy.

Qualifications

• Graduate of an accredited school of nursing or degree/licensure in a health-related field.
• Minimum of two years in direct patient care, patient experience, patient relations, healthcare advocacy, or related roles.
• Pre-employment drug screen and criminal history background checks are required.
• Experience with Just Culture concepts preferred.

Responsibilities

• Serve as the primary contact for patient and family concerns, feedback, and concerns; promote compassionate care.
• Track and manage grievances and facilitate timely, equitable resolutions.
• Assist with clinical risk management processes and identify safety improvement trends.
• Provide staff education on patient advocacy, risk mitigation, and service recovery strategies.

Skills

Interpersonal skills

Conflict resolution

Empathy

Multitasking

Healthcare policies

Just Culture

Education

Nursing degree or health field licensure

Job description

McFarland Clinic is currently accepting application for Clinical Risk & Patient Relations Coordinator for its Ames location. Candidates should be service-oriented, a team player, and be able to provide extraordinary care, every day to our patients.

The Clinical Risk & Patient Relations Coordinator plays a key role in supporting patient satisfaction and clinical risk management initiatives. You will manage patient concerns, coordinate patient relations activities, and assist with risk management processes—all while upholding McFarland Clinic’s core values, promoting a Just Culture, and strengthening our commitment to accountability, safety, and continuous learning.

Patient Experience & Relations

• Serve as the primary contact for patient and family concerns, feedback, and concerns.
• Proactively engage patients, families, and care teams to ensure compassionate, respectful, and high-quality care.
• Assist patients in navigating community and clinic resources.
• Promote patient rights and responsibilities.
• Collaborate with clinic departments and leadership to address concerns efficiently and fairly using Just Culture principles.
• Provide real-time service recovery with empathy, professionalism, and a focus on constructive problem-solving.
• Draft clear, professional communications that address concerns and outline effective resolutions.

Grievance Management

• Track and manage grievances in compliance with regulatory guidelines and clinic policies.
• Investigate grievances, gather information, and facilitate timely, equitable resolution.
• Serve as a liaison for issues involving external regulatory or oversight agencies.
• Apply Just Culture decision-making frameworks to evaluate events consistently and objectively.

Risk Management Support

• Assist with clinical risk management processes.
• Identify trends in data to support safety and quality improvements.
• Participate in root cause analyses and other review processes using Just Culture-aligned methodologies to distinguish system issues from behavioral choices.
• Promote a safe environment where staff feel supported in reporting concerns and near misses.

Staff Education & Training

• Provide guidance and education to staff on patient advocacy, risk mitigation, and service recovery best practices.
• Support clinic-wide initiatives to enhance communication skills.
• Assist in delivering training related to Just Culture, safety event reporting, and fair, consistent accountability.

Skills & Attributes

• Strong interpersonal and communication skills
• Conflict resolution and problem-solving expertise
• Empathy and patient-centered mindset
• Ability to manage multiple priorities with strong attention to detail
• Knowledge of healthcare policies, regulations, and risk management principles
• Familiarity with Just Culture concepts such as fair accountability, system improvement, and learning-focused responses to error (preferred)

Education

• Graduate of an accredited school of nursing OR Degree/licensure in a health-related field

Days: Monday - Friday. Occasional evening hours for special events

Hours: 8:00 AM - 5:00 PM

Experience

• Minimum of two years in direct patient care, patient experience, patient relations, healthcare advocacy, or other related healthcare roles.

Pre-employment drug screen and criminal history background checks are a condition of hire.

Benefits

• McFarland Clinic offers a comprehensive benefits package, including health and dental insurance, 401(k), and PTO. Click here for details.

McFarland Clinic is central Iowa's largest physician-owned multi-specialty clinic. Join our team and join a group of caring professionals, dedicated to providing Extraordinary Care, Every Day! We value quality care and extraordinary service, trusting relationships and an exceptional workplace. Our organization has more than 75 years experience of caring for people. We welcome applicants who can help us enhance the health and well-being of our patients and communities we serve.

McFarland Clinic is an Equal Opportunity Employer

McFarland Clinic makes every effort to comply with all requirements of federal, state and local laws relating to Equal Employment Opportunity.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.