Patient Relations Coordinator (casual, part-time) (Finance)

Nemours is seeking a Patient Relations Coordinator to join the team! The 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.

Responsibilities:

Serve as a point of contact and content expert for handling of Delaware Valley unsolicited feedback cases related to compliments, complaints, grievances, and concerns.

Receive, refer and respond to feedback cases through incoming calls, emails, mail and online submission vehicles.

Counsel and collaborate between named departments to facilitate responses to complaints and grievances.

Manage all aspects of the complaint/grievance event processes:

• Directly communicate with the complainant in a neutral manner to hear concerns and understand an ideal resolution
• Objectively and accurately provide detailed documentation of the complaint to department associates in the appropriate databases, platforms, procedures
• 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.
• Facilitate the closure of each event with formal written responses and other communication tools as appropriate to the type of feedback.
• If complainant continues to be dissatisfied, escalate information to appropriate executive leadership.

Provide expert support and active listening to complainant as they discuss concerns related to their experience, which can be sensitive and complex.

Set boundaries with complainants regarding respectful behavior, language and attitudes to foster professional communication.

Support the reporting of data and facilitate sharing of information during Unsolicited Feedback Committee meetings.

Initiate collaborative work with financial departments across the enterprise to navigate feedback related to billing/charges.

Integrate Nemours Risk Management, Privacy and Legal to address concerns that have potential organization impact.

Qualifications:

• High School diploma required
• Minimum 1 year of customer service experience within a complex organization or company is required.
• Healthcare experience is preferred.
• Certificate in Patient Advocacy or Patient Experience Certification is preferred.

About Us

Nemours Children's Health is an internationally recognized children's health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children's hospitals - Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. DuPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we're on a journey to discover better ways of approaching children's health. Putting as much focus on prevention as cures and working hand in hand with the community to make every child's world a place to thrive. It's a journey that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention, leading to the healthiest generations of children ever.

Inclusion and belonging guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build an inclusive and supportive environment. All of our associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

To learn more about Nemours Children's and how we go well beyond medicine, visit us at www.nemours.org .