Patient Relations Coordinator, Full-Time, Days

The salary range for this position is $26.55 - $41.16 (Hourly Rate)

Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.

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 located at jobs.nm.org/benefits to learn more.

Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.

We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.

Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.

Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.

Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.

From discovery to delivery, come help us shape the future of medicine.

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.

Equal Opportunity

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.