Patient Experience & Resolution Specialist

Nemours-Children; Wilmington (DE); On-site; USD 45,000 - 65,000; Full time

Job summary

Nemours Children’s Health Delaware Valley is seeking a Patient Relations Coordinator to address unsolicited complaints and concerns with an individualized communication approach. You will work alongside the Senior Patient Relations Coordinator, documenting responses and ensuring alignment with regulatory responsibilities within the interdisciplinary team.

Responsibilities include handling feedback Case management, collaborating with departments, and escalating unresolved issues to executive

Qualifications

• Customer service experience within a complex healthcare-related organization.
• High school diploma required; Patient Advocacy or Experience Certification preferred.

Responsibilities

• Serve as point of contact for Delaware Valley unsolicited feedback, including compliments, complaints, grievances and concerns.
• Receive, refer and respond to feedback via calls, emails, mail and online submissions.
• Counsel and collaborate with departments to facilitate responses to complaints and grievances.
• Manage all aspects of complaint/grievance event processes and document details in appropriate systems.
• Communicate with leaders and staff to meet timelines for event closure per policy and regulations.
• Escalate unresolved cases to executive leadership when needed.
• Provide expert listening support and maintain professional communication boundaries.
• Collaborate with financial departments to address billing-related feedback and questions.
• Coordinate with Risk Management, Privacy and Legal to address potential organizational impact.

Skills

Customer Service

Education

High School Diploma

Job description

Nemours Children’s Health Delaware Valley is seeking a Patient Relations Coordinator to address unsolicited complaints and concerns with an individualized communication approach. You will work alongside the Senior Patient Relations Coordinator, documenting responses and ensuring alignment with regulatory responsibilities within the interdisciplinary team.

Responsibilities include handling feedback Case management, collaborating with departments, and escalating unresolved issues to executive