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Logan Health Coordinator Patient Relations in Kalispell, Montana

Job Description Summary:

The Patient Relations Coordinator is a positive, high energy individual who is passionate about the customer experience and improving the experience for all patients at Logan Health. This individual will review all incoming patient feedback via our website, social media platform, phone system, and survey vendor to perform deliberate outreach and customer service recovery for our patients, identifying areas of opportunity in the organization to improve overall experience. This individual will also proactively work with the experience team, leadership team, and risk management team to appropriately triage incoming feedback and escalate to appropriate stakeholders if they are unable to resolve the issue at the time of service. This individual will be provided training and support to identify issues, mitigate experience and support review of events via the Grievance Committee, supporting timely responses to patient complaints and grievances on behalf of the company.

Qualifications:

Minimum qualifications as it applies to Patient Relations:

  • Minimum of two (2) years’ experience in a healthcare environment working with complex administrative support tasks OR

  • Minimum of three (3 years’ experience in a medical setting OR

  • Minimum of two (2) years’ experience in a similar role OR

  • Minimum of three (3) years’ experience in customer experience, employee experience, or human resource experience role

Additional requirements as applicable to Patient Relations:

  • Possess comprehensive working knowledge of rules and regulations pertaining to designated program(s).

  • Commitment to working in a team environment and maintaining confidentiality as needed.

  • Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.

  • Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

Job Specific Duties:

  • Triages, oversees, and escalates patient complaints to appropriate leadership per policy, assists with implementation of programmatic development to perform customer service recovery, identify risk, and mitigate poor experiences, serves as chair of the Grievance Committee.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Maintains regular and consistent attendance as scheduled by department leadership.

Environment: Will be in-person with remote options once established.

Shift:

Variable (United States of America)

Schedule Details:

Please know schedules and shifts are subject to change based on patient care and department/organizational needs.

Schedule:

Monday through Friday 8am to 5pm starting.

Logan Health operates 24 hours per day, seven days per week. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Notice of Pre-Employment Screening Requirements

If you receive a job offer, please note all offers are contingent upon passing a pre-employment screening, which includes:

  • Criminal background check

  • Reference checks

  • Drug Screening

  • Health and Immunizations Screening

  • Physical Demand Review/Screening

Equal Opportunity Employer

Logan Health is an Equal Opportunity Employer (EOE/AA/M-F/Vet/Disability). We encourage all qualified individuals to apply for employment. We do not discriminate against any applicant or employee based on protected veteran status, race, color, gender, sexual orientation, religion, national origin, age, disability or any other basis protected by applicable law. If you require accommodation to complete the application, testing or interview process, please notify Human Resources.

Our people are everything.

The amazing providers, employees, and volunteers at Logan Health gift this organization with their innovation, knowledge, and compassion. Together, we're connecting our community to trusted, quality care and helping to improve lives every day.

Do you dream of living and working in a beautiful area surrounded by stunning scenery and endless recreation?

Are you ready to evolve your career while working alongside passionate, talented, brilliant people?

Join our remarkable team and create positive patient experiences every day!

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