Position Summary / Career Interest:

The Patient Care Coordinator is a key resource in developing and maintaining a culture where patients are at the center of care and service. They are responsible for autonomously and collaboratively reviewing, prioritizing, and implementing the most appropriate immediate actions with their tools to proactively remedy patient and family complaints, grievances, and requests for assistance. The Patient Care Coordinator serves as a liaison within the Emergency Department to understand and respond to any concern presented by patients, patient representatives, or health system employees on behalf of the patient. They facilitate a plan with the staff involved in the patient's care to meet the patient where they are. They collaborate with all departments and professionals as appropriate and regularly partner with the ED leadership to discuss consistent opportunities. This position requires superb problem-solving and analytical skills and exceptional verbal, written, communication, and de-escalation skills to interact with various audiences and effectively address sensitive patient concerns.


Responsibilities and Essential Job Functions

• Demonstrates excellence in critical thinking, problem-solving, interpersonal communication, and technical skills and demonstrates the ability to balance multiple competing priorities.
• Exercises professional, critical and strategic thinking, and collaborative problem-solving approaches to skillfully manage complex and/or clinically related patient/family complaints and grievances from initial entry into the Emergency Department through reasonable resolution or referral to the Risk and Claims Department, maintaining patient rights, confidentiality and adherence to regulatory requirements.
• Utilizes experience and familiarity with situations and processes to investigate patient/family complaints and grievances through review and conversation with other clinicians, patients, and families. Draws from knowledge to actively participate in planned meetings with department leadership.
• Provides consultation to individuals, departments, and committees to promote prompt resolution to concerns, assists in resource identification, and aids in problem-solving in various situations.
• Proactively communicates and collaborates with Patient Relations colleagues, Risk Management, health system leaders, physician colleagues, and other patient care and support team members.
• Assists patients and families in meeting special needs, including but not limited to patient and family meetings with care teams, resource identification, and concerns about lost or damaged personal items.
• Works with patient experience coordinator and ED leadership to create empathetic and detail-oriented verbal and written responses to patients who have submitted a grievance or formal complaint in accordance with regulatory requirements.
• Represents patient/family needs and rights on relevant working committees as requested.
• Participates in planning and/or presenting relevant orientation and continuing education as requested and serves as a role model to those within the health system regarding conflict resolution, de-escalation, and compassionate boundary setting.
• Independently and collaboratively works with members of the health system’s revenue cycle team and patient experience coordinator to evaluate patient billing statements and balances and recommend appropriate financial adjustments for service recovery.
• Must be able to perform the assigned unit or department's professional, clinical, and technical competencies.
• Will provide empathetic and compassionate experience focused rounding on patients in the waiting room and all patient care areas within the ED.
• Will respond to inpatient patient complaints about ED visit/throughput concerns and work with department leaders on appropriate resolutions.
• Participates in patient transports and assisting patients from vehicles as needed and delegated by ED leadership
• Ability to obtain and report vital signs to licensed personnel as needed in the waiting area and other patient settings in and around the ED space.
• 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
• 2 or more years experience in customer service

Preferred Education and Experience

• 2 or more years Emergency Department experience
• Prior customer service experience in a hospital/healthcare setting

Required Licensure and Certification

• Basic Cardiac Life Support (BLS or BCLS) - American Heart Association (AHA)

Preferred Licensure and Certification

• Licensed Social Worker
• CNA or EMT
• LPN or RN

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.