Patient Relations Coordinator IV, ED-1

Serves as the primary departmental resource for addressing patient, family, and visitor concerns within assigned clinical areas. Acts as a liaison between patients, families, visitors, and the interdisciplinary care team to facilitate communication, resolve service concerns, and promote a positive patient experience.

Responsibilities

Serves as the primary departmental resource for addressing patient, family, and visitor concerns within assigned clinical areas; Acts as a liaison between patients, families, visitors, and the interdisciplinary care team to facilitate communication and resolve service concerns; Manages complex customer service issues requiring judgment, diplomacy, empathy, and conflict resolution; Provides operational support to clinical staff by assisting with patient and family communication, service recovery, and coordination of non-clinical needs; Works collaboratively with nursing, social work, security, providers, and other hospital departments; Coordinates service recovery efforts and provides updates on resolution plans; Conducts routine patient, family, and employee rounds to identify service concerns and address non-clinical needs; Coordinates processes related to patient belongings and valuables; Identifies recurring patient experience trends and communicates observations to leadership

Requirements

Associate's degree or equivalent and 3 years of progressively responsible customer service, patient relations, hospitality, healthcare support, or related experience; Or equivalent combination of education and experience; Excellent interpersonal, verbal, and written communication skills; Demonstrated ability to resolve complex customer concerns with professionalism and empathy; Strong conflict resolution, negotiation, and de-escalation skills; Ability to exercise sound judgment while working independently; Strong organizational, prioritization, and follow-up skills; Ability to maintain confidentiality and professionalism in sensitive situations; Working knowledge of Microsoft Office applications and electronic documentation systems; Ability to collaborate effectively with interdisciplinary healthcare teams; Commitment to providing exceptional customer service and promoting a positive patient experience

Nice to have

One year in a hospital or medical setting preferred