Patient Relations Coordinater

ALBANY MEDICAL CENTER JOB DESCRIPTION

POSITION TITLE: Patient Relations Coordinator

DEPARTMENT/DIVISION: Risk Management/Patient Relations

OBJECTIVE:

Professional Advocacy/Clinical Quality

QUALIFICATIONS:

• Bachelor’s Degree, Master’s preferred
• 3 - 5 years of Customer Service experience required
• Must be proficient in Microsoft Office Suites (Word, Excel, PowerPoint and Outlook)
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Excellent analytical skills
• Conflict Resolution experience
• Emotional Intelligence

POSITION DESCRIPTION:

The Patient Relations Coordinator is responsible for investigating and performing follow-up on

quality-of-care complaints in an expeditious manner to ensure satisfactory resolution and

enhance the patient experience. Assist patients/families navigate questions or concerns related

to their healthcare needs at Albany Medical Center. The coordinator interfaces with the public, hospital leadership, and various hospital staff.

The following is not an all-inclusive list of responsibilities and is subject to change to include other tasks that may be requested on an occasional or routine basis.

Responsibilities:

• Demonstrate professional advocacy.
• Supports our language program for patients who are non-English speaking and/or are
• deaf/hard of hearing.
• Assist with the aggregation and distribution of organizational complaint data to clinical
• service chairs on a quarterly basis.
• Involvement and participate with various committees and discussion groups.

Maintain patient complaints and grievances in accordance with hospital policies, NYS, and

CMS regulations.

• Initiate formal investigations for internal areview surrounding quality-of-care complaints and grievances.
• Prepare and present grievances and response materials.
• Compose external correspondence, ensuring promptness.
• Perform basic office tasks with help to/from co-workers, and managers

❖ Unconditionally protect the confidentiality of all matters internal and external.

❖ Demonstrate high level of commitment and integrity.

❖ Manages self in a polished, respectful, and professional manner.

❖ Time management, ability to articulate clearly, build healthy relationships, and adaptability.

❖ Non-judgmental or discriminatory. Provide empathic support and aide to our diverse patient population.

❖ Opens the line of communication when barriers occur and respectfully act as the Voice of the Customer.