Patient Relations Coordinator (casual part-time)

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

Patient Relations Coordinator serves as the point of contact to address unsolicited complaints and concerns for Nemours Children’s Health Delaware Valley. The Patient Relations Coordinator addresses unsolicited feedback utilizing an individualized methodology fostering effective communication between the patient’s legal representative and Nemours leaders. Working alongside the Senior Patient Relations Coordinator, this position supports the process of documenting a formal response to feedback provide to Nemours as a member of the interdisciplinary team and ensures alignment with regulatory responsibility.

Job Responisbilities:

1. Serve as a point of contact and content expert for handling of Delaware Valley unsolicited feedback cases related to compliments, complaints, grievances, and concerns.
2. Receive, refer and respond to feedback cases through incoming calls, emails, mail and online submission vehicles.
3. Counsel and collaborate between named departments to facilitate responses to complaints and grievances.
4. Manage all aspects of the complaint/grievance event processes:
   1. Directly communicate with the complainant in a neutral manner to hear concerns and understand an ideal resolution
   2. Objectively and accuratelyprovide detailed documentation of the complaint to department associates in the appropriate databases, platforms, procedures
   3. Communicate with identified leaders and associates throughout each event review to ensure appropriate timelines for event closure are met in accordance with Nemours policy and regulatory guidelines.
   4. Facilitate the closure of each event with formal written responses and other communication tools as appropriate to the type of feedback.
   5. If complainant continues to be dissatisfied, escalade information to appropriate executive leadership

5. Provide expert support and active listening to complainant as they discuss concerns related to their experience, which can be sensitive and complex.

6. Set boundaries with complainants regarding respectful behavior, language and attitudes to foster professional communication.

7. Provide expert support and active listening to complainant as they discuss concerns related to their experience, which can be sensitive and complex.

8. Set boundaries with complainants regarding respectful behavior, language and attitudes to foster professional communication.

9. Support the reporting of data and facilitate sharing of information during Unsolicited Feedback Committee meetings.
10. Initiate collaborative work with financial departments across the enterprise to navigate feedback related to billing/charges.
11. Integrate Nemours Risk Management, Privacy and Legal to address concerns that have potential organization impact.

Qualifications:

• Customer Service work within a complex organization or company closely related to healthcare required
• High School Diploma required
• Certificate in Patient Advocacy, Patient Experience Certification preferred