Patient Experience & Feedback Coordinator

The Nemours Foundation; Wilmington (DE); On-site; USD 20,000 - 32,000; Part time

Job summary

The Nemours Foundation is seeking a Patient Relations Coordinator for the Delaware Valley region. This casual, part-time position acts as the primary contact for unsolicited feedback and works with the interdisciplinary team to document formal responses in alignment with Nemours policy.

Under the guidance of the Senior Patient Relations Coordinator, you will handle sensitive communications, coordinate with departments, and support regulatory compliance while ensuring respectful, professional

Qualifications

• Customer Service experience within a complex healthcare organization is required.
• High School Diploma is required.
• Certificate in Patient Advocacy and/or Patient Experience Certification is preferred.

Responsibilities

• Serve as a point of contact for Delaware Valley unsolicited feedback, including compliments, complaints, grievances, and concerns.
• Receive, refer, and respond to feedback through calls, emails, mail, and online submissions.
• Counsel and collaborate with named departments to facilitate responses to complaints and grievances.
• Manage all aspects of the complaint/grievance event processes with neutral communication and timely documentation.
• Provide expert support and active listening to complainants about sensitive experiences.
• Set boundaries with complainants to foster professional communication.
• Assist with reporting data and sharing information during Unsolicited Feedback Committee meetings.
• Collaborate with financial departments to address billing-related feedback.
• Coordinate with Nemours Risk Management, Privacy and Legal as needed.

Education

High School Diploma

Certificate in Patient Advocacy

Patient Experience Certification

Job description

The Nemours Foundation is seeking a Patient Relations Coordinator for the Delaware Valley region. This casual, part-time position acts as the primary contact for unsolicited feedback and works with the interdisciplinary team to document formal responses in alignment with Nemours policy.

Under the guidance of the Senior Patient Relations Coordinator, you will handle sensitive communications, coordinate with departments, and support regulatory compliance while ensuring respectful, professional