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Become A Patient Relations Coordinator

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Working As A Patient Relations Coordinator

  • Interacting With Computers
  • Getting Information
  • Documenting/Recording Information
  • Organizing, Planning, and Prioritizing Work
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $50,237

    Average Salary

What Does A Patient Relations Coordinator Do At Kaiser Permanente

* Responsible for intake and resolution of complaints and/or grievances/inquiries within the Maui Health System in-order to promote patient / resident / family satisfaction and retention while ensuring regulatory compliance.
* Assists patients in utilizing appropriate medical services and understanding available medical related services including policies, procedures, protocols and regulations that pertain to the department as well as the medical center.
* Processes service issues according to standards and compliance regulations.
* In both a pro-active manner and in response to concerns facilitates patients and families' interaction with providers and administrative staff to reduce risk and mitigate professional liability.
* Facilitates communication between patients, visitors and staff.
* Responds to crisis situations.
* Ensures proper support provided to patients, family members and staff involved.
* Investigates all issues related to patients' complaints including collection and documentation of appropriate data.
* Compiles and reports quality of service results as part of Quality Assurance monitoring.
* Ensures complaints, identification of problem areas and resolution handled in timely manner.
* Ensures that complaints and grievances are processed in accordance with regulations, compliance standards, policies and procedures.
* Identifies patient and family /system conflicts in an effort to prevent professional liability, minimize financial penalties Influences key decision-makers using current customer service strategies.
* Supports resolution of insurance payer and regulatory complaints regarding quality of care.
* Partners closely with providers as a resource by providing consultation on difficult patient and family issues interpreting organizational policies and procedures, and assisting in resolving system obstacles.
* Acts as a resource to Medical Staff., Sr.
* Leadership and physicians as well as to managers/supervisors; communicating areas of concerns and identifying trend areas.
* Assists managers/supervisors in responding to patient complaints.
* Acts as staff resource which include communicating and clarifying organizational policies and procedures.
* Supports efforts to meet needs of patients and families with Limited English Proficiency.
* Provides education to staff regarding Patient Relation's processes, including but not limited to Service Recovery
* Maintains statistical data to evaluate and maintain effective department performance.
* Participates in committees and quality improvement activities.
* Attends continuing education and in-service training programs.
* Participates in compliance audits

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How To Become A Patient Relations Coordinator

High school graduates who have experience using computer software applications, such as word processing and spreadsheets, usually qualify for entry-level positions. Although most secretaries learn their job in several weeks, many legal and medical secretaries require additional training to learn industry-specific terminology. Executive secretaries usually need several years of related work experience.

Education

High school graduates can take courses in word processing and office procedures at technical schools or community colleges. Some temporary placement agencies also provide training in word processing, spreadsheet, and database software.

Some medical and legal secretaries learn industry-specific terminology and practices by attending courses offered at community colleges or technical schools. For executive secretary positions, employers increasingly prefer to hire those who have taken some college courses or have a bachelor’s degree.

Training

Secretaries and administrative assistants typically learn their skills through short-term on-the-job training, usually lasting a few weeks. During this time they learn about administrative procedures, including how to prepare documents. Medical and legal secretaries’ training may last several months as they learn industry-specific terminology and practices.

Work Experience in a Related Occupation

Executive secretaries can gain experience by working in administrative positions that have less challenging responsibilities. Many secretaries and administrative assistants advance to higher level administrative positions.

Licenses, Certifications, and Registrations

Although not required, certification can demonstrate competency to employers.

The International Association of Administrative Professionals offers the Certified Administrative Professional (CAP) certification. Candidates must have a minimum of 2 to 4 years of administrative work experience, depending on their level of education, and pass an examination.

Legal secretaries have several certification options. For example, those with 1 year of general office experience, or who have completed an approved training course, can acquire the Accredited Legal Professional (ALP) certification through a testing process administered by NALS (previously known as National Association of Legal Secretaries). NALS also offers the Professional Legal Secretary (PLS) certification, considered to be an advanced certification for legal support professionals.

The Certified Legal Secretary Specialist (CLSS) certification is conferred by Legal Secretaries International in areas such as intellectual property, criminal law, civil litigation, probate, and business law. Candidates typically need to have 5 years of legal experience and pass an examination to become certified.

Advancement

Secretaries and administrative assistants generally advance to other administrative positions with more responsibilities, such as office supervisor, office manager, or executive secretary.

With additional training, many legal secretaries become paralegals or legal assistants.

Important Qualities

Integrity. Many secretaries and administrative assistants are trusted to handle sensitive information. For example, medical secretaries collect patient data that is required, by law, to be kept confidential in order to protect patient privacy.

Interpersonal skills. Secretaries and administrative assistants interact with clients, customers, or staff. They should communicate effectively and be courteous when interacting with others to create a positive work environment and client experience.

Organizational skills. Secretaries and administrative assistants keep files, folders, and schedules in proper order so an office can run efficiently.

Writing skills. Secretaries and administrative assistants write memos and emails when communicating with managers, employees, and customers. Therefore, they must have good grammar, ensure accuracy, and maintain a professional tone.

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Patient Relations Coordinator jobs

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Top Skills for A Patient Relations Coordinator

CustomerServicePatientChargesPatientInformationPatientRelationsInitialPaperworkInsuranceCompaniesCreditCardsUpdatePatientRecordsMaintainHipaaIdentificationCardsTreatmentPlansPatientSatisfactionComplianceAccurateDocumentationMedicalRecordsMedicalStaffFrontDeskAreasPatientCareSecurityProceduresDentalEmergency

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Top Patient Relations Coordinator Skills

  1. Customer Service
  2. Patient Charges
  3. Patient Information
You can check out examples of real life uses of top skills on resumes here:
  • *Exhibited excellent Customer Service skills, fostered welcoming environment in a 24/7 nursing and rehabilitation center.
  • Balanced daily patient charges, prepared deposits, completed cash control log, and secured cash funds without supervision.
  • Provide release of patient information.
  • Facilitated new hire orientations on patient relations, customer service and the grievance process.
  • Greet patients, provide patients initial paperwork, and obtain copies of insurance and identification cards.

Top Patient Relations Coordinator Employers

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Patient Relations Coordinator Videos

Patient Pathways - Patient Relations Liaison

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