Job Description

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.

Collaboration/Teamwork:

• 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, customer service, 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.
• Bi-Lingual English/Spanish preferred