Patient Relations & Experience Specialist

Nemours Children's Health; Wilmington (DE); On-site; USD 25,000 - 39,000; Part time

Job summary

Nemours Children\'s Health Delaware Valley is seeking a Patient Relations Coordinator to address unsolicited complaints and concerns. You will serve as the primary contact, coordinate responses with leaders, and ensure timely, compliant documentation across systems.

In collaboration with the Senior Patient Relations Coordinator, you will manage case intake, communications with patients or their representatives, and escalation when needed.

Qualifications

• Customer service experience, ideally within healthcare or a complex organization.
• Knowledge of patient experience concepts and advocacy is a plus.

Responsibilities

• Serve as point of contact for unsolicited feedback from Delaware Valley patients and families.
• Receive, refer and respond to feedback via calls, emails, mail and online submissions.
• Counsel and collaborate between departments to facilitate responses to complaints and grievances.
• Document all feedback accurately in the appropriate databases and systems.
• Communicate with leaders to ensure timely event review and regulatory alignment.
• Facilitate the closure of feedback events with formal written responses as appropriate.
• Provide expert support and active listening to complainants with sensitivity and professionalism.

Skills

Customer Service

Education

High School Diploma

Certificate in Patient Advocacy

Job description

Nemours Children\'s Health Delaware Valley is seeking a Patient Relations Coordinator to address unsolicited complaints and concerns. You will serve as the primary contact, coordinate responses with leaders, and ensure timely, compliant documentation across systems.

In collaboration with the Senior Patient Relations Coordinator, you will manage case intake, communications with patients or their representatives, and escalation when needed.