Patient Experience & Quality Advocate

Concord Hospital Health System; Laconia (NH); On-site; USD 55,000 - 75,000; Full time

Job summary

Concord Hospital Health System seeks a Patient Relations Coordinator to serve as the primary consultant on patient experience across all locations, addressing questions and concerns from patients, families, and others. The role initiates reviews of matters and facilitates appropriate resolutions while identifying trends for process improvements.

The position reports to the Director of Quality Performance and Patient Safety and supports patient experience programs, with responsibilities including

Qualifications

• Bachelor’s degree and at least three years related experience and/or training.
• Minimum of 3 years experience in a health care environment preferred.
• Strong writing skills and ability to critically think and problem-solve.
• Proficient with Microsoft Office products, databases and/or systems.

Responsibilities

• Responds to all Patient Relations contacts, including answering the Patient Relations phone line.
• Manages grievance/complaint resolution process.
• Responds in writing to all grievances, in accordance with CMS guidelines.
• Maintains Patient Relations database, trends the data, and prepares reports for director, medical staff
• Maintains active involvement with ongoing patient experience initiatives.
• Prepares for accreditation survey.
• Provides education to staff and providers.
• Takes ownership and responsibility for individual performance goals.

Skills

Strong writing skills

Problem solving

Interpersonal skills

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Concord Hospital Health System seeks a Patient Relations Coordinator to serve as the primary consultant on patient experience across all locations, addressing questions and concerns from patients, families, and others. The role initiates reviews of matters and facilitates appropriate resolutions while identifying trends for process improvements.

The position reports to the Director of Quality Performance and Patient Safety and supports patient experience programs, with responsibilities including