Patient Relations Coordinator - USFTGP UMSA Patient Experience

The Patient Relations Coordinator provides support to patients, families, and staff by coordinating timely and effective resolution of concerns and service-related issues. Working under general supervision and within established organizational policies and professional guidelines, this role evaluates patient and family complaints, determines appropriate follow-up actions, and engages internal or external resources to ensure prompt and satisfactory outcomes. The coordinator supports assigned departments in managing the service recovery process, ensures communication and documentation standards are met, and plays a key role in enhancing overall patient experience, satisfaction, and organizational service excellence.

Essential Functions:

• Evaluates patient, family, and staff concerns and assists in resolving issues using appropriate internal and external resources. 
• Determines when concerns require escalation and engages appropriate leaders or departments to ensure timely and effective resolution. 
• Serves as a liaison between patients, families, and staff to facilitate communication, reduce barriers, and improve the patient experience. 
• Supports assigned departments in managing service recovery activities and ensures each area maintains an adequate service recovery kit. 
• Refers cases to appropriate parties based on the nature of the concern and organizational scope of responsibility. 
• Prepares and sends notifications to reviewing parties outlining the concern summary, required actions, expected turnaround times, and relevant details.
• Maintains accurate and confidential documentation of all patient feedback, interventions, and follow-up actions in accordance with organizational standards. 
• Follows established policies, procedures, and regulatory guidelines to ensure consistent and compliant handling of patient issues. 
• Collaborates with leaders and staff to identify trends or recurrent issues and recommends improvements to enhance patient satisfaction. 
• Upholds patient safety, dignity, and service excellence standards by providing compassionate and respectful support during every patient interaction.
• Always maintains a professional appearance and attitude. Acts as a role model for expected service behaviors. Effectively demonstrating empathy, caring and compassion. Models great first impressions skills by ensuring that each person is acknowledged and greeted. Anticipates and assists individuals in finding their destinations. 
• Completes assigned projects within specified timeframes. Seeks understanding to ensure that scope and deadlines are fully understood. Works collaboratively with the team to ensure deadlines are met.

• Bachelor's Degree in Communication, Psychology, Allied Health, or Related Field
• Three (3) years of customer relations work including resolving and/or deescalating patient and guest minor concerns.