Patient Relations Coordinator- day

Facility: Douglas Hospital

Job Summary: The Patient Relations Coordinator promotes and supports Wellstar Health System's vision to deliver world-class healthcare to every person, every time. This role will drive and execute various projects involving patient experience operations and advocating for the patient's well-being and satisfaction. The Patient Relations Coordinator will work with cross-functional teams to drive strategies and build partnerships, fostering a seamless continuum of care. The ideal candidate will exhibit: excellent communication skills. have prior healthcare experience. strong interpersonal skills including the ability to listen, be patient, and remain calm during a variety of complex or emotional interactions. Demonstrated decision-making, problem-solving, and planning skills. Core Responsibilities and Essential Functions: Coordinate intake and resolution of complaints/grievances/requests for Patients Visitors for WellStar Kennestone Hospital. - a.Intake patient/visitor concerns (via telephone, survey, walk-in, etc.) to include patient demographic data, synopsis of incident, department involved, patient expectation and actions needed to resolve. - b.During intake, de-escalate angry/upset complaints by using conflict management skills. Explain grievance policy to set the expectation while ensuring the complainant their feedback is the utmost importance to our organization. - c.Input into Everest (patient complaint database). Compose letters or e-mails to patients, visitors, physicians, leadership, ensuring grammatical accuracy and according to the terms of the LD-21 grievance policy. Send all correspondence to the appropriate department for investigation. - d.Remain point of contact for complainant and hospital departments until complaint reaches a resolution. - e.Continue to navigate complainant through process. Evaluate department responses to ensure the complainants expectations will be met. - f.Determine appropriate interventions/services with department managers, directors and Risk Management. - g.Coordinate family meetings with physicians, nursing leaders and Kennestone Administration to facilitate concern resolution. Report concern data and statistics to senior leadership. - a.Collaborate with Service Coaches and unit leadership to meet customer service and clinical quality outcomes. - b.Identify departmental and hospital-wide related opportunities, via evaluation and analysis of complaint trends. Work collaboratively with physicians, administrators and staff to resolve. - c.Attend system-wide committee meetings to share best practices with other WellStar facilities. - d.Analyze complaint/grievance data and collaborate with unit/department leadership and staff on a monthly basis. - e.Assist in the preparation of weekly /monthly and quarterly executive reports for senior leadership; present data to leadership teams. - f.Develop a consultant relationship with assigned departments/units to build and sustain a patient/customer-focused culture related to service recovery. - g.Influence change across assigned units/departments. Participate on various committees to encourage and promote positive patient experience: - a.Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff. - b.Compose all commendation letter responses for Hospital Administrator and Senior Leadership. - c.Coordinate and assist with Best of the Best Program - d.Assist with WOW (Winner of WellStar Program) - e.Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction. - f.Notarize Advance Directives for patients by request; serve as a resource to answer questions regarding Advance Directives. - g.Ensure daily patient rounding occurs - h.Manage service recovery items for hospital. - i.Perform other duties as assigned. Required Minimum Education: High school diploma Required and Bachelor's Degree Preferred Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s): Required Minimum Experience: Required Minimum Skills: Knowledge of the inner workings of a hospital is critical. Strong conflict resolution skills. (Such as, the capacity to recognize and respond to the things that matter most to the complainant; manage stress quickly while remaining alert, calm and non-defensive; strong emotional awareness.) Possess strong customer service skills/interpersonal interactions; ability to handle difficult and angry people constructively; savvy enough to interact with physicians/senior leadership. Excellent analytical skills, including analysis, planning, organizing, and troubleshooting. Proficient in Windows-based operating software/systems, especially Word and Excel. Excellent oral and written communication skills; presentation skills Ability to work with minimal supervision. Adaptability with high tolerance for ambiguous work situations. Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues. Must be visible to staff, offering support and modeling service behaviors and concern resolution processes. Must be able to address difficult, awkward situations with tact and diplomacy. Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal. Must be informed regulatory healthcare representatives for the patient and organization; must be able to communicate patient and visitor rights and responsibilities to patients, family members, and staff.