Patient Relations Coordinator

SUMMARY

Under general supervision, supports the Patient Relations Manager by serving as a coordinator, liaison and educator in regard to patient and family concerns and the grievance process. The position also provides support to the organization through compassionate and collaborative guest management, with an intense focus on patient and guest experience.

Full time (Day Shift)

• High school diploma or equivalent required. Associates or bachelor’s degree with an emphasis in psychology, social work or related health sciences preferred.
• Healthcare and customer service experience preferred.
• Conflict management experience and de‑escalation techniques preferred.

• Maintains a database related to the process and outcomes of the patient concern and grievance response program.
• Assists the manager with the management of investigation and response to concerns and grievances.
• Coordinates communication with patient/family members regarding the resolution of concerns and assists them in accessing grievance processes.
• Assists with education, in‑services and training efforts.
• Attends department meetings, unit meetings and training as assigned.
• Visits units as needed to coordinate customer service practices and assist staff in the management of challenging customer relation situations.
• Prepares reports on concerns and the grievance process and outcomes for appropriate departments and committees.
• Follows current regulatory guidelines and standards in regard to investigating and resolving patient grievances, including, but not limited to, grievances alleging a violation of Section 1557 of the Affordable Care Act.
• Determines need to revise or implement new internal policies and procedures to create a more effective program.
• Provides opportunities for staff to acquire and maintain knowledge through informal training and development programs to enhance staff skills in handling patient and family concerns and utilizes mission, HR and other resources for formal staff training.
• Works well independently and as part of a collaborative team.
• Communicates information (verbally and written) to a variety of roles clearly, respectfully, and adapts communication based on the receiver’s current knowledge base.
• Forms productive and positive relationships immediately with patients, their loved ones and other caregivers while maintaining appropriate boundaries.
• Works independently with limited supervision and is supportive and works well within a collaborative team.
• Crisis management, de‑escalation and mediation experience preferred.

• Market‑competitive pay, generous PTO and multiple options for comprehensive benefits that begin on day one.
• Retirement planning and matching, college savings plans for families, and multiple life insurance plans that can change as your needs develop.
• Employee Assistance Programs, tuition reimbursement and educational opportunities to help you learn and grow.

Saint Alphonsus Health System is a faith‑based ministry and not‑for‑profit health system serving Idaho, Oregon and northern Nevada communities. The health system boasts 4 hospitals, 609 licensed beds and 73 clinic locations. Through innovative technologies, compassionate staff, and healing environments, Saint Alphonsus’ goal is to improve the health and well‑being of people by emphasizing care that is patient‑centered, physician‑led, innovative, and community‑based.

Saint Alphonsus and Trinity Health are committed to promoting diversity in the workforce and to providing an inclusive work environment where everyone is treated with fairness, dignity and respect. They are equal‑opportunity employers and prohibit discrimination against any individual with regard to race, color, religion, gender, marital status, national origin, age, disability, sexual orientation, or any other characteristic protected by law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.