Patient Experience Operations Associate

Position Summary / Career Interest:

The Patient Relations Operations Associate is the first point of contact for the Patient Relations department for phone, email and in-person inquiries, and is responsible for managing and coordinating a variety of reports, projects and activities for the Patient Relations department and team. Develops and maintains processes to ensure the efficient and timely operations of the department. Possesses the ability to track, manage, and/or facilitate multiple projects and tasks in an efficient and collaborative manner. Provides high-level operations support by handling information requests, and performing functions such as preparing correspondence, maintaining tracking mechanisms for patient belongings and grant-funded projects, triaging cases to appropriate parties, and processing invoices.

Responsibilities and Essential Job Functions

• Receives and screens walk-in customers, phone calls and incoming patient relations emails, coordinating the assignment of each case to the Patient Experience Specialists, Department Director, or other hospital or clinic department leaders in a timely manner.
• Maintains daily electronic Patient Relations assignment log.
• Develops and maintains positive working relationships with hospital and medical staff to promote a timely and accurate flow of information.
• Manages monthly Patient Relations schedule and on-call designations and distributes to the team and other pertinent hospital departments.
• Manages, coordinates and distributes patient complaint and grievance reports as requested by the Director of Patient Experience or other parties.
• Coordinates the scheduling of weekly Patient Relations/Risk Management meetings and monthly Grievance Appeal Committee meetings and manages the agenda of cases for discussion as well as maintain meeting records.
• Engages in recovery of lost patient belongings. Continually receives, processes, and coordinates the return of patient belongings.
• Coordinates transportation services for patients, including Medicaid transportation, taxi cabs and bus passes when appropriate.
• Serves as a liaison between patients and clinic leaders as necessary to meet the needs of the customer and coordinates service recovery efforts between patients and clinics.
• Manages distribution and record-keeping for items obtained through grant funding for patient and family Service Recovery needs.
• Processes check requests for Accounts Payable.
• Orders supplies for Patient Relations, Interpreter Services and Spiritual Care as needed.
• Skillfully communicates verbally and in writing (email, telephone, and in person).
• Uses time efficiently and effectively; able to develop and meet project time frames.
• Manages all information in a respectful and confidential manner.
• Must be self-motivated, highly organized and able to keep track of many processes and documents at the same time.
• Collaborates effectively with team members and other disciplines.
• High-level computer skills, including keyboarding, document maintenance, and document formatting.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate Or GED
• 2 or more years of relevant experience as an administrative assistant, office specialist or office coordinator in a fast-paced setting.

Required Licensure and Certification

• Notary Public or Notary Public required upon hire.

Required Language Skills

• English -

Knowledge Requirements

• Excellent communication, writing, organizational and presentation skills; demonstrates superior oral and written communication and time management skills.
• Advanced working knowledge of Microsoft Word.
• Must have strong knowledge base of Microsoft Excel.
• Preferred: Experience with database management, i.e. Microsoft Access
• Preferred: Microsoft Sharepoint

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.