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Patient Relations Coordinator - Patient Relations/Info Desk Requisition ID 2024-48959 Category Professional Overview 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: Full-time, Benefits Eligible (Monday-Friday, 1st shift) Location: Central Campus 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 re