Patient Relations Coordinator (PT- 0.8 FTE, Day Shift)

Position Summary: 

The Patient Relations Coordinator serves as the primary escalation point and lead resource for the Patient Relations Department. This role provides day-to-day guidance, workflow coordination, and subject matter support to Patient Relations Specialists and partners with Risk Management and organizational leadership to coordinate risk mitigation, grievance resolution, and process improvement efforts that support patient satisfaction and regulatory compliance. The coordinator maintains a limited caseload while supporting workflow standardization, trend analysis, and department-level quality improvement. This position supports a culture of service excellence, transparency, and continuous improvement across hospital, outpatient, and ambulatory settings.

Qualifications:

Required:

• Bachelor’s Degree in a healthcare-related field; an equivalent combination of education and experience will be considered.
• Three (3) years of progressive experience in patient relations, risk management, quality, compliance, or healthcare leadership including mentoring, training, or coordinating workflows.
• Knowledge of operations and clinical workflows in hospital, outpatient, and ambulatory settings.
• Knowledge of electronic health record navigation and documentation practices.
• Advanced verbal, written, and professional correspondence skills.

Preferred:

• Master’s Degree
• Current Montana licensure as a Nurse, Licensed Clinical Social Worker (LCSW), or Case Manager.
• Five (5) years of progressive experience in patient relations, risk management, quality, compliance, or healthcare leadership including mentoring, training, or coordinating workflows.
• Experience with grievance management, complaint investigation, and service recovery in a healthcare setting.
• Experience preparing reports, dashboards, and trend summaries for leadership review.

Essential Job Functions:  In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

• Performs all essential functions of the Patient Relations Specialist and maintains a limited caseload of patient concerns, complaints, and grievances.
• Serves as the primary escalation point for complex and high-risk grievances prior to escalation to the Risk Director or other designated leadership.
• Reviews concerns, identifies potential patient safety, quality, regulatory, or liability risks, and escalates cases in accordance with organizational policy.
• Investigates complaints and grievances in collaboration with patients, families, providers, leaders, and interdisciplinary teams to support timely and appropriate resolution.
• Coordinates written grievance responses and case documentation to support compliance with organizational, accreditation, and regulatory requirements.
• Develops, revises, and standardizes department workflows, scripting guidance, documentation templates, and related tools.
• Provides workflow coordination, case review support, mentorship, and day-to-day guidance for Patient Relations Specialists.
• Trains, mentors, and supports new and existing Patient Relations Specialists on workflows, service recovery practices, grievance processes, documentation standards, and escalation expectations.
• Analyzes complaint, grievance, and service recovery data to identify trends, recurring issues, and opportunities for process improvement.
• Prepares summary reports, dashboards, and recommendations for leadership awareness, decision-making, and action planning.
• Facilitates cross-functional initiatives and system-level improvements based on patient relations trends, identified risks, and operational priorities in collaboration with Risk Management, Patient Experience, Marketing/Communications, and other leaders to support organizational patient experience strategies and improvement efforts.

Knowledge, Skills and Abilities

• Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
• Exercises tact, discretion, sensitivity, and maintains confidentiality
• Performs essential job functions successfully in a busy and stressful environment
• Learns current and new computer applications and office equipment utilized at Bozeman Health
• Strong interpersonal, verbal, and written communication skills
• Analyzes, organizes, and prioritizes work while meeting multiple deadlines

Schedule Requirements

• This role requires regular and sustained attendance.
• The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
• On-call work may be required to respond promptly to organizational, patient, or employee needs.

Physical Requirements

• Lifting (Rarely – 30 pounds): Exerting force and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.
• Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.
• Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.
• Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.
• Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.
• Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping, and kneeling require flexibility and a wide range of motion in the spine and joints.
• Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.
• Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.
• Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.
• Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to read computer screens, printed materials, and handwritten materials.
• Cognitive Skills (Continuously): Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• Exposures (Rarely): Bloodborne pathogens, such as blood, bodily fluids, or tissues. Radiation in settings where medical imaging procedures are performed. Various chemicals and medications are used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances. Infectious diseases due to contact with patients in areas that may have contagious illnesses.

*Frequency Key: Continuously (100% - 67% of the time), Repeatedly (66% - 33% of the time), Occasionally (32% - 4% of the time), Rarely (3% - 1% of the time), Never (0%).

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