Patient Experience & Patient Relations Coordinator

Hutchinson Health is hiring for a Patient Relations and Experience Coordinator.  This newly created position will serve both of our Central MN locations (Hutchinson Health and Olivia Hospitals & Clinics). The successful candidate will interact with patients/customers to understand, support, and resolve any care complaints or grievances.  This individual will also partner with our clinical care departments regarding patient experience measurement and quality improvement initiatives. This role includes responsibilities to effectively facilitate multiple internal work teams/committees.  Must have a passion for customer service; empathy; and strong communication skills, both verbal and written. Healthcare-related education and/or or previous patient relations experience preferred.

Essential Duties & Responsibilities:

• Manages general oversight of the grievances and complaints process for the organization.
• Provides timely, empathetic communication with customers regarding grievances. 
• Works with managers/supervisors on grievances, ensuring investigation and follow-up is done in a timely manner, and that responses fully address all issues raised by the patient/customer.
• Collaborates with manager/supervisors to compose the written letter of response and/or as indicated, the telephone or in-person response to concerns.
• Composes and relays the organizations response to patients/customers. Assures completeness of all customer concern documentation, using the organizational electronic incident management system.
• Serves as a member and the co-facilitator of the Hutchinson Health Grievance Committee. 
• Assists with analyzing and trending customer concern-related data to identify opportunities to continuously improve the organization’s services.
• Assists with assuring continuous compliance of with regulatory standards involving patient rights and customer concerns. 
• Facilitates reporting of case summaries of customer concerns including resolution to the respective insurance programs as required.
• Serves as a member on the Patient and Family Advisory Committee (PFAC)
• Serves as a member on the Patient Experience Committee.
• Coordinates Facilitates routine review and update of organizational patient education materials for accuracy, current content and patient-friendly and is a main resource for patient experience data in collaboration with Marketing and internal subject matter experts.
• Coordinates patient education handouts and materials.  Participates in process improvements related to patient experience, or other quality and safety improvement projects.
• Performs all other duties as assigned. 

Education, Training or Degree Required:

• Clinical training background in nursing or social work preferred.

Experience and Skills: 

• Ability to work well with patients and families, demonstrating a high degree of diplomacy, tact and empathy.
• Ability to work with multiple levels both inside and outside the organization.
• Three years of patient care or Hutchinson Health customer service experience.
• Training in de-escalation.
• Experience in conflict resolution.
• Strong communication skills, both written and verbal, required.
• Proficient computer skills, required.

 

 

At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.
We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.
At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.
Join us and become a partner for good, helping to improve the health and well-being of our patients, members and the communities we serve.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.