Coordinator of Patient Relations

Overview

Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Coordinator of Patient Relations is a mission-driven professional dedicated to ensuring every patient’s voice is heard and respected. This role is responsible for managing the day-to-day intake, tracking, and resolution of patient complaints and grievances, ensuring each concern is addressed promptly, compassionately, and in full compliance with Marin Community Clinics policies and regulatory standards.

Reporting to the Manager of Patient Relations, the Coordinator serves as a key advocate for patients and families promoting service excellence, patient rights, and continuous quality improvement throughout the organization. The coordinator works collaboratively with clinical, operational, and administrative teams to ensure the highest standards of communication, accountability, and care.

• Receive, log, and track all patient complaints, grievances, and service concerns in accordance with MCC policy and regulatory requirements.
• Serve as the first point of contact for patients and families who wish to express concerns, ensuring all interactions are handled with empathy, professionalism, and cultural sensitivity.
• Conduct intake interviews, clarify issues, and document relevant details accurately in the grievance tracking system.
• Coordinate investigations with relevant departments (clinical, operations, billing, compliance) to gather necessary information for review and resolution.
• Draft acknowledgement and resolution letters that clearly communicate findings, actions taken, and outcomes, ensuring compliance with established timelines (per CMS, Medi-Cal, HRSA, and MCC standards).
• Escalate complex or sensitive cases to the Manager of Patient Relations for further review and resolution.
• Maintain accurate and confidential grievance records, ensuring timely data entry and status updates in tracking systems.
• Monitor progress of open cases and proactively follow up with departments to ensure timely resolution.
• Support the analysis of grievance trends and assist with the preparation of monthly, quarterly, and annual reports for leadership and Quality & Risk committees.
• Participate in departmental meetings to discuss case learnings, patterns, and opportunities for system improvement.
• Provide administrative and logistical support for audits, site visits, and internal reviews related to grievance and patient compliance.
• Educate patients on the grievance process, patient rights, and available resources; provide interpreter coordination as needed.
• Partner with the Patient Experience and Quality teams to identify and implement service recovery strategies.
• Maintain strict confidentiality and always uphold HIPAA and patient privacy standards.
• Demonstrate commitment to MCC’s mission by ensuring the grievance process reflects fairness, cultural humility, and responsiveness to community needs.
• Perform additional duties as assigned by the Manager of Patient Relations or Director of Engagement Services.

Education and Experience:

• High School Diploma or Equivalent (GED) required.
• Minimum of 2 years’ experience in a healthcare, community health center, or managed care environment, with direct exposure to patient advocacy, complaints management, or customer service.
• Experience with Electronic Health Records (Epic preferred).

Required

Skills and Abilities:

• Familiarity with FQHC operations and regulatory requirements (HRSA, CMS, Medi-Cal) strongly preferred.
• Excellent verbal and written communication skills; ability to convey information clearly and compassionately to patients and staff.
• Strong interpersonal skills with demonstrated ability to handle sensitive situations with professionalism and…