Patient Relations Coordinator

Trinity Health; Boise (ID); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Competitive pay

Generous PTO

Day-one benefits

Retirement match

College savings

Life insurance

EAP

Tuition reimbursement

Education opportunities

Job summary

Trinity Health's Saint Alphonsus Health System in Boise, ID, seeks a Patient Relations Coordinator to support the Patient Relations Manager. You will help manage the patient concern and grievance process, educate staff, and promote a compassionate guest experience.

You will coordinate communications with patients and families, assist with investigations, training, and reporting, while following regulatory guidelines and contributing to a positive, patient-centered culture.

Qualifications

• HS diploma or equivalent required.
• Healthcare and customer service experience preferred.
• Conflict management and de-escalation experience preferred.

Responsibilities

• Maintains database of patient concern and grievance outcomes.
• Supports investigations and responses to concerns and grievances.
• Coordinates communications with patients/families on resolutions and grievance access.
• Supports education, in-services and training.
• Attends departmental and unit meetings.
• Visits units to coordinate service practices and assist staff.
• Prepares reports on concerns and outcomes for departments.
• Follows regulatory guidelines on patient grievances including 1557 ACA.
• Assists in revising policies to improve the program.
• Supports staff training and development using Mission/HR resources.
• Ability to work independently and in a team.
• Strong communication and customer service across roles.
• Builds relationships with patients and families while maintaining boundaries.
• Works independently with limited supervision.
• Supports team collaboration.
• Crisis management and de-escalation experience preferred.

Skills

Customer service

Conflict management

De-escalation techniques

Education

High school diploma or equivalent

Associates or Bachelor’s degree in Psychology/Social Work/Health Sciences

Job description

Employment Type: Full time Shift: Day Shift Description:

SUMMARY:

Under general supervision, supports the Patient Relations Manager by serving as a coordinator, liaison and educator in regards to the patient and family concerns and grievance process. Additionally, this position will provide support to the organization through compassionate and collaborative guest management, with an intense focus on patient and guest experience.

REQUIREMENTS:

1. High school diploma or equivalent required. Associates or Bachelor’s degree with an emphasis in Psychology, Social Work, or related Health Sciences preferred.

2. Healthcare and customer service experience preferred.

3. Conflict management experience and de-escalation techniques preferred.

WHAT YOU WILL DO:

• Maintains a database related to process and outcomes of the patient concern and grievance response program
• Assists the manager with management of investigation and response to concerns and grievances.
• Assists the manager with coordinating communication with patient/family members regarding resolution of concerns and assists them in accessing grievance processes.
• Assists with education, in-services and training efforts.
• Attends department meetings, unit meetings and training as assigned.
• Visits units as needed to coordinate customer service practices and assist staff in management of challenging customer relation situations.
• Assists the supervisor with preparing reports on concerns and grievance process and outcomes to appropriate departments and committees
• Follows current regulatory guidelines and standards in regards to investigating and resolving patient grievances, including, but not limited to, grievances alleging a violation of Section 1557 of the Affordable Care Act.
• Assists the manager in determining need to revise or implement new internal policies and procedures to create a more effective program.
• Assists the manager with creating and providing opportunities for staff to acquire and maintain knowledge through informal training and development programs to enhance staff skills in handling patient and family concerns. Utilizes Mission, HR and other SARMC resources for formal staff training.
• Requires the ability to work well independently and as part of a collaborative team.
• Advanced communication and customer service skills to communicate information (verbally and written) to a variety of roles clearly, respectfully, and adapt communication based on the receiver’s current knowledge base.
• Ability to form productive and positive relationships immediately with patients, their loved ones and other caregivers, while maintaining appropriate boundaries.
• Ability to work independently with limited supervision.
• Ability to be supportive and work well within a collaborative team.
• Crisis management, de-escalation, and mediation experience preferred

Highlights and Benefits:

• We offer market-competitive pay, generous PTO, and multiple options for comprehensive benefits that begin on day one.
• Benefits for your future include retirement planning and matching, college savings plans for your family, and multiple life insurance plans that can change as your needs develop.
• We are proud to offer Employee Assistance Programs, tuition reimbursement, and educational opportunities to help you learn and grow.

Ministry/Facility Information:

Saint Alphonsus Health System is a faith-based ministry and not-for-profit health system serving Idaho, Oregon, and northern Nevada communities. The health system boasts 4 hospitals, 609 licensed beds, and 73 clinic locations. Through innovative technologies, compassionate staff, and healing environments, Saint Alphonsus' goal is to improve the health and well-being of people by emphasizing care that is patient-centered, physician-led, innovative, and community-based.

• Top 15 Health Systems in the country by IBM Watson Health;
• The region’s most advanced Trauma Center (Level II);
• Commission on Cancer Accredited Program through demonstrating an uncompromising commitment to improving patient survival and quality of life

Saint Alphonsus and Trinity Health are committed to promoting diversity in its workforce and to providing an inclusive work environment where everyone is treated with fairness, dignity and respect. We are committed to recruit and retain a diverse staff reflective of the communities we serve. Saint Alphonsus and Trinity Health are equal opportunity employers and prohibit discrimination against any individual with regard to race, color, religion, gender, marital status, national origin, age, disability, sexual orientation, or any other characteristic protected by law.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.