Job Description
The Patient Relations Coordinator reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
Responsibilities:
- Analyzes data to ensure compliance and performance.
- Conducts random quality control audits.
- Acts as the primary resource for information and guidance to challenging PRD Complaints and Grievances.
- Partner and support department managers for conflict resolution when escalated to PRD.
- Support and share information with manager in complicated PRD Complaints & Grievances.
- Has awareness of complicated cases and uses appropriate resources (Risk, Claims, OGC, etc.) when needed.
- Develops & implements innovative methods ensuring employee engagement is kept at the highest level.
- Monitors staff performance to ensure compliance and expectations are met consistently.
- Proactively uses data to develop action plans for employee engagement.
- Responsible for process updates and education ensuring compliance with governing bodies.
- Manages staff coverage of NMH & NMG scheduling ensuring patient and department needs are met.
- Identifies and participates in the development of process improvement initiatives
- Uses innovative thinking and technology to improve productivity, efficiency and quality to align with fiscal goals.
- Role models NM's Patients First value through modeling behaviors and coaching others.
- Provides feedback for staff performance reviews.
- Participates with manager in conduction staff performance reviews when applicable.
- Maintains a professional demeanor during high-stress situations; uses interpersonal skills to de-escalate issues with unusual, critical circumstances.
Qualifications
Required:
- BS or BA in Psychology, Health Care Administration, Nursing or related fields.
- Minimum 3 years experience in Patient Relations with proven success in conflict resolution with health.
- Excellent oral and written communication skills.
Preferred:
- Master's in Psychology, Health Care Administration, Nursing or related fields or currently enrolled.
Additional Information
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Background Check
Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.
