Job Information
Albany Medical Center Patient Relations Coordinator in Albany, New York
Department/Unit:
Risk Management
Work Shift:
Day (United States of America)
The Patient Relations Coordinator is responsible for investigating and performing follow-up on quality-of-care complaints in an expeditious manner to ensure satisfactory resolution and enhance patient experience. Assist patients and families navigate questions or concerns related to their healthcare needs at Albany Medical Center. The coordinator interfaces with the public, Executive Leadership, employees, managers, and various medical personnel. Monday - Friday 800A-430P
Salary Range $37,385.00 - $59,815.00 USD Annual
Qualifications:
Bachelor’s Degree, Master’s preferred
3 - 5 years of Customer Service experience required
Must be proficient in Microsoft Office Suites (Word, Excel, PowerPoint and Outlook)
Excellent written and oral communication skills
Excellent interpersonal skills
Excellent analytical skills
Conflict Resolution experience
Emotional Intelligence
Responsibilities:
Demonstrate professional advocacy.
Supports our language program for patients who are non-English speaking and/or are deaf/hard of hearing.
Assist with the aggregation and distribution of organizational complaint data to clinical service chairs on a quarterly basis.
Involvement and participate with various committees (Complex Care Review, and Patient Grievance Committee).
Maintain patient complaints and grievances in accordance with hospital policies, NYS, and CMS regulations.
Initiate formal investigations for internal review surrounding quality-of-care complaints and grievances.
Prepare and present formal grievances and response materials to the grievance committee.
Compose external correspondence to patient grievances, ensuring promptness.
Daily attendance and delivery of data at the hospital Safety Huddle.
Attend and participate in weekly group discussions within the departments of Patient Relations and Risk Management.
Perform basic office tasks with help to/from co-workers, and managers.
Thank you for your interest in Albany Medical Center!
Albany Medical is an equal opportunity employer.
This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
Albany Med is the centerpiece of medicine, research, and medical education in New York’s CapitalRegion and is the area's largest private employer with more than 10,000 employees.
Albany Med offers excellent career opportunities in a wide range of roles in both patient care andadministration. We value all our staff members and offer outstanding employee benefits including:
Excellent health care coverage (http://albanymedcareers.com/benefits/employee-health-%20benefits/) with lower copays at most Albany Med providers.
A wide array of services and programs to support emotional, physical, and mental wellbeing (http://albanymedcareers.com/benefits/employee-advantages/)
Anchored in the state’s historic capital city, Albany Med offers a full range outpatient and inpatient careand is home to the region’s largest hospital, only Level 1 trauma center, and only children’s hospital. Thedowntown campus also offers opportunities at Albany Medical College.
Albany Med partners with Columbia Memorial Health, Saratoga Hospital and Glens Falls Hospital to form the Albany Med Health System, serving more than three million people over 25 counties.