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 accurately provide 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, escalate 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

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and more than 40 hospital partnerships.

Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive.

Inclusion and belonging guide our strategy and growth. We are committed to culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued.

Learn more at Nemours.org