About this role

Serves as a liaison between patients, the healthcare network, and its departments.
Collaborates to ensure complaints and grievances are properly recorded and tracked.
Communicates with patients, visitors, medical staff, and employees verbally and in writing.
Determines needs of patients and families through various resources and recommends how the network can best respond to those needs.
Educates staff in service excellence culture to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
Prepares timely reports regarding patient satisfaction and complaints.
Inputs grievances and complaints into the healthcare feedback system.
Serves as a resource in meeting the special needs of patients and visitors with a disability.
Coordinates the formal patient satisfaction assessment process and communicates outcomes to appropriate network staff in a timely manner.
Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts.
Interprets data from patient satisfaction surveys and prepares timely reports advising problems, action taken, and follow-up.

Patient Relations Coordinator

Key skills