The Patient Relations Coordinator II contributes to the organization's overall goal to deliver on MaineHealth's mission - "Working together, so our communities are the healthiest in America." The coordinator has the opportunity to positively influence patient satisfaction and safety by educating and advocating for patients when responding to patient feedback, complaints, and grievances regarding the patient's experience.

Responsibilities

Respond in a timely and collaborative manner to patient and family communications, received primarily by telephone; maintain the feedback reporting and tracking system and report to regulatory agencies as appropriate and required; ensure that patients are kept informed while complaints are processed to conclusion.

Work closely and collaboratively with provider and practice staff to resolve complaints, report grievances and communicate compliments regarding patient care.

Enhance the patient and family experience by serving as a resource supporting patient rights, and by collaborating on organization-wide efforts to improve patient care by addressing salient trends in patient complaints and grievances.

Lead a committee of diverse community members who meet regularly to identify and recommend ways to enhance and strengthen patient care based on their personal experiences; recognize and work with a culturally diverse local patient population.

**Healthcare Background preferred, knowledge of medical terminology, procedures, etc.

Required Minimum Knowledge, Skills, and Abilities (KSAs)

Education: Associate's degree with at least five years of relevant healthcare experience OR bachelor's degree with at least three years of relevant healthcare experience required.

License/Certifications: N/A

Experience: See "Education"

Skills:

• Strong customer service skills, excellent written and verbal communication skills a must. Ability to listen carefully and patiently, to identify source of patient dissatisfaction, and to maintain confidentiality. Professionalism and composure are required while handling challenging patients and family members, balancing objectivity for the patient and the medical staff in reporting.
• Ability to develop relationships throughout the organization for identifying and working through patient complaints to resolution.
• Strong critical thinking skills and attention to detail.
• Knowledge of CMS regulations concerning patient complaints and grievances preferred.
• Familiarity with performance improvement tools and concepts, e.g., plan-do-study-act, preferred.
• Proficiency in Microsoft Office suite or equivalent preferred; familiarity with electronic health records preferred.

Knowledge of CMS regulations about patient complaints and grievances preferred.

Familiarity with performance improvement tools and concepts, e.g., plan-do-study-act, preferred.

Proficiency in Microsoft Office suite or equivalent preferred

Familiarity with electronic health records preferred.

Effective verbal and written communication skills

Strong critical thinking skills and attention to detail

Collaborative and team oriented