Patient Relations Coordinator Full Time Day Shift

Communityhospitalhp; Huntington Park (CA); On-site; USD 37,000 - 55,000; Full time

Job summary

Pipeline Health is seeking a Patient Relations Coordinator in Huntington Park, CA for the full-time day shift. You will serve as a liaison between patients, families, and hospital staff, ensuring concerns are addressed promptly with empathy and professionalism.

The role emphasizes adherence to AIDET principles, privacy regulations, and collaboration across clinical and non-clinical teams to enhance patient satisfaction and experience.

Qualifications

• Minimum of one (1) year experience in a healthcare setting in a patient experience/patient relations role, or patient-facing role.
• Knowledge of HIPAA regulations and healthcare privacy practices.
• Strong communication, empathy and conflict resolution skills.
• Ability to work with multiple departments to resolve concerns.

Responsibilities

• Advocate for patients and families, addressing concerns promptly and empathetically.
• Receive, document, and investigate patient complaints or concerns.
• Coordinate with hospital departments to resolve issues and follow up.
• Communicate clearly with patients, families, and healthcare providers.
• Maintain confidential records of interactions and prepare management reports.

Skills

Patient experience

Conflict resolution

HIPAA knowledge

Communication

EMR/EHR familiarity

Tools

EMR/EHR systems

Job description

Patient Relations Coordinator Full Time Day Shift

Job Category: Clerical

Requisition Number: PATIE003772

• Full-Time
• On-site
• Hourly Range : $26.99 USD to $39.68 USD

Locations

Community Hospital of Huntington Park
Huntington Park, CA 90255, USA

Description

Job Summary:

The Patient Relations Coordinator serves as a crucial link between patients, their families, and the hospital. Ensuring that all concerns and complaints are addressed promptly and effectively. The Patient Relations Coordinator rounds on acute patient care areas and intervenes or facilitates patients getting their needs met. This role is essential in maintaining patient satisfaction and enhancing the overall patient experience by acting as a liaison to resolve issues, provide information and facilitate communications between patients, families, and healthcare providers. Actively and consistently contributes to department operations and communications, behaves in a manner consistent with the mission, vision, and values of Pipeline Health, upholding standards of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Essential Functions:

• Acts as an advocate for patient and their families, ensuring their voices are heard and concerns are addressed in a timely and empathetic manner.
• Receive, document, and investigate patient and family complaints or concerns.
• Works with appropriate hospital departments to resolve issues, ensuring follow-up with patients and families.
• Serves as a communication bridge between patients, families, and healthcare providers.
• Ensures that patients and families receive clear, accurate and timely information regarding their care.
• Provide patient and families with information on hospital services, resources, patient rights, and responsibilities.
• Offers guidance on navigating the healthcare system within the hospital.
• Implements service recovery strategies to address patient dissatisfaction in case further assistance is needed. Escalates the situation to the unit leaders and/or their immediate supervisor.
• Maintains accurate and confidential records of patient interactions, complaints, and resolution.
• Prepares reports and summaries for management, identifying trends and areas for improvement.
• Work closely with clinical and non-clinical staff to foster a patient-centered culture and ensure that patient concerns are addressed collaboratively.
• Participate in training programs to stay current on patient relations best practices, hospital policies, and regulatory requirements.
• Support hospital initiatives aimed at improving patient satisfaction scores, including participation in patient satisfaction surveys and quality improvement projects.
• Uses clear, concise, professional communication with coworkers, patients, all customers internal and external.
• Uses AIDET in interactions with patients and family members.
• Acts with a sense of urgency when performing tasks.
• Basic unit/department maintenance such as keeping files, drawers, cabinets free from unnecessary clutter.
• Reports on any equipment and or environmental issues for repair.
• Abides by HIPAA (Health Insurance Portability and Accountability Act) regulations.
• Speaks up to stop the line and escalates potential safety events if necessary.
• Completes and attends monthly training assigned.
• Other duties as assigned.

Behavioral Standards:

• Treats everyone as their customer; utilizes scripting and other tools to ensure consistency in customer service; Expresses recognition and shows appreciation to others; fully utilizes AIDET principles; responds quickly to handle requests, complaints, and questions; displays a positive attitude.
• Demonstrates the highest level of professionalism, passion and care when interacting with patients, families, physicians, and hospital staff members.
• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential, embracing ingenuity to service our customers.

Communication/Knowledge:

• Wears nametag properly; follows dress code policy; answers phone correctly and promptly; is prepared for meetings; meets deadlines; does not participate in gossip; acts ethically and treats others with respect; respects customer’s and co-worker’s time; establishes and maintains effective relationships with customers and co-workers.
• Attends staff meetings; follows HIPAA guidelines; follows patient rights policy; complies with the compliance program; demonstrates knowledge of role in a disaster; demonstrates knowledge of fire and fire drill procedures; working knowledge of hospital emergency codes; always utilizes standard precautions in the clinical setting; safely manages the environment of care by demonstrating a working knowledge of the requirements of the: Life Safety program, Utilities Management program, Hazardous Materials program, Emergency Preparedness program, Safety Management program, Medical Equipment Management program, Security Management program.

Qualifications/Experience:

Minimum of one (1) year experience in a healthcare setting in a patient experience/patient relations role, or patient-facing role, which included conflict resolution and service recovery .

• Knowledge of HCAHPS, Press Gainey highly desired.
• Familiarity with healthcare laws (HIPAA), medical terminology, insurance/billing, and EMR/EHR systems preferred.
• Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, strong organizational skills, ability to follow verbal instructions, and PC (computer) skills.
• A capacity to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with the team members who are recognized leaders within health care.

Licenses & Certifications

Required

AHA BLS Basic Life Supp

Preferred

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.