Job description:

• Assist patients with problems associated with hospital registration and admission
• Provide patients and families with information on hospital services, procedures and protocols
• Respond to patient inquiries regarding physicians and services
• consultation with staff, physicians and management
• Schedule meetings with patients or family members and ensure that corresponding physician or hospital staffs availability
• Facilitation, mediation and conflict resolution of patient and family concerns
• Reporting of patient relations processes and outcomes (metrics, trends, etc)
• Educating patients/families, visitors on current policies, protocols, rights and responsibilities
• Advising on quality improvement opportunities and system changes.
• coordination of patient and family feedback
• Respond to patients’ complaints regarding hospital services and ensure that concerns are handled properly
• Provide feedback to patients and families regarding their concerns and complaints
• Ensure that all concerns and complaints are directed to the concerned personnel with a hospital
• Perform crisis intervention duties with a view to facilitate resolutions
• Effect change within the hospital system to ensure that patient experience is enhanced

Requirements and skills:

• MHA/MHM/MBA/BHM
• Proven work experience as a Patient Coordinator or similar role
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Computer skills and proficiency in Microsoft Office
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• Excellent customer service skills to provide ongoing support for patients and their families