Patient Relations Coordinator (casual part-time)

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

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.

Casual, part-time schedule Monday/Wednesday/Friday.

Job Responsibilities:

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, elevate 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