Patient relations coordinator job description

The primary responsibility of the Driver Relations Coordinator is to work directly with Independent Contractors, fleet owners, & drivers on an as-needed basis, providing front line support via multiple communication channels. This Individual will communicate with relevant parties via phone, email, system messaging, and other means, working to isolate solutions and/or escalations as needed in the spirit of driver retention.
* Ability to understand DOT, FMCSA, State or Local laws
* Proficiency in computer-based systems, web hosted products and Microsoft office products
* Exhibit professional demeanor while communicating to internal and external customers
* Accept inbound customer calls and direct to appropriate team members or department
* Make outbound customer calls to support fleet retention efforts
* Provide basic customer support functions related to communication devices, mobile applications, and fuel card programs
* Support all Forward Air departments
* Other duties as assigned

Qualifications:

* Working knowledge OR interest in DOT regulatory requirements as it relates to the transportation industry
* Ability to establish and maintain effective working relationships with employees and managers
* Proactively establish and maintain effective working team relationships with all support departments
* Desire for a long-term career with an industry leading company
* Ability to present and maintain a positive corporate image in a fast-paced environment
* Must be proficient with Microsoft Office products including Word, Excel, PowerPoint, Outlook, etc.
* Must be willing to work a flexible schedule

Skills:

* Ideal candidate will possess a "can do" attitude with a "will do" work ethic
* Must have the ability to work in a fast-paced environment
* Must have a patient and empathetic attitude
* Must be able to learn quickly
* Strong verbal and written communication skills
* Transportation industry knowledge and experience is a plus
* Customer service experience is a plus
* Call center experience is a plus

Forward Air is an Equal Opportunity employer.

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations - supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication

We are looking for an enthusiastic Patient Relations Coordinator that loves building and maintaining positive relationships with patients. What if you could be rewarded for doing what you love, with a team that supports you, in an environment where there is a shared passion for quality patient care? Your primary role is to facilitate exceptional patient experiences, while partnering with the Operations Leader in the practice. As a valued member of the family, we will support you, invest in you and your future with medical, dental, vision, 401k, paid holidays, and many other benefits! We believe in the value of talented people, and we aim to craft an environment that engages and supports your growth.

Skills

• Greet and check-in patients with a smile
• Manage, confirm, and schedule appointments for optimum patient flow via telephone and online requests
• Support and achieve business goals, revenue, and profitability objectives
• Continuously assess the schedule ensuring optimum patient flow
• Respond to patient, clinical, and operational concerns timely and effectively.
• Present financial options for patient treatment plans
• Answer phone, manage incoming patient inquiries, verify patient insurances, ensure co-pays and outstanding balances are collected
• Engage patients in marketing initiatives
• Other duties as assigned by the Operations Leader

Education/ Experience

• Minimum of high school diploma or equivalent required
• Customer service focused
• Excellent time management and organizational skills
• Preferred dental office experience
• Preferred experience with dental insurance
• Preferred experience with Denticon/Dentrix

Benefits

• Investment in you and your future
• Opportunity to find your career, not just a job!
• Paid Time Off, 401k , Dental, Vision, Medical Benefits
• Life Insurance, Short Term Disability, Long Term Disability, AD&D insurance
• Opportunity for career growth no matter your passion!

Maintains an integrated approach to patient relations that includes complaint management. Coordinates services with Quality Improvement Services, Clinical Services and Care Coordination, Risk Management and other departments. Implements and coordinates programs and services that promote positive patient and family relations and satisfaction; makes rounds to meet families and assess satisfaction; manages patient and family complaints of complex issues; coordinates the development of staff education in conjunction with the Education Department and Patient Care Services; develops patient/family information materials; advocates for patients; and participates in performance improvement targeted toward patient/family satisfaction and complaint resolution.

Schedule:8a - 5p, Monday - Friday, Full - Time, Benefits EligibleLocation: 700 Children's Dr Columbus, Ohio 43205Note: Must have strong customer service skills along with excellent verbal and written communication skills.
Why Nationwide Children's Hospital?

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children's Hospital. A Place to Be Proud.

Responsibilities

* Serves as a resource to patients, families, visitors, and staff regarding patient support services across the continuum of care. Provides verbal and/or written information as needed, assists in arrangements for needed services and provides follow-up to assist customers as needed.
* Investigates complaints/issues, problem solves, and takes action or refers issue(s) to individual or department for appropriate resolution.
* Documents patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into hospital database. Compose letters or e-mails to patients, visitors, physicians, leadership, according to terms of the hospital grievance policy.
* Serves as a resource and support for physicians, staff and leadership in establishing an environment of proactive service recovery efforts.
* Makes rounds in select patient care areas (patient care units, clinics, etc.) at least weekly to meet with patients and families at random. Assesses customer satisfaction and opportunities for improvement as received by customers. Utilizes rounds as an opportunity to enhance visibility with staff and serves as a resource regarding patient relation issues.
* Collaborates with Marketing and Patient Care Services to develop and/or revise patient brochures and informational materials. Ensures materials and brochures are current and accessible to patients, visitors, and staff.
* Serves as a resource to employees, physicians and administrators in managing patient complaints and problem solving issues. Communicates status of complaint to Administration, Risk Management and to other departments or key individuals as needed.
* Develops and provides educational programming regarding promotion of positive patient relations, complaint management and service recovery to employees and physicians.
* Consults with staff, physicians, students and other individuals as needed on patient relation issues.
* Collaborates with other departments in program and policy development, implementation and evaluation. Provides leadership in participating as a member of committees, work groups, or task forces as appropriate to enhance service quality and promote satisfaction.
* Serves as a member of performance improvement teams and Family Advisory Council as needed. Provides leadership and/or consultation to committees that impact and respect patients' rights.
* Coordinates organizational initiatives for compliance with external regulatory standards accreditation processes and state law relative to patient rights and responsibilities and patient satisfaction.
* Recommends budgetary needs to support program development and implementation. Tracks expenditures relative to program responsibilities monthly.
* Prepares reports and submits to the manager.
* Performs other related duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS:

* Bachelor's degree in communications, psychology, health care or related field; Master's degree preferred and 4 years relevant experience, or equivalent combination of education and experience.
* Evidence of highly refined interpersonal skills, conflict resolution skills, organizational skills, program planning skills, as well as telephone, customer service and writing skills.
* Proficient in Windows-based operating software/systems.
* Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues. Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.
* Must be able to address difficult, awkward situations with tact and diplomacy. De-escalation Training preferred.
* Knowledge of external regulations pertaining to Joint Commission, ODH, CMS, HIPAA and other agencies.

MINIMUM PHYSICAL REQUIREMENTS:

* Must be able to see, hear, speak, read, and perform manual tasks with or without accommodations.

The above list of duties is intended to describe the general nature and level of work performed by people assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.EOE M/F/Disability/Vet