Patient Relations Coordinator

Career Opportunity At Lehigh Valley Health Network

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Job Title: Liaison for Service Excellence

Serves as a liaison between patients, the healthcare network, and its departments. Serves as a liaison to service excellence initiatives and takes the lead in organizational service excellence endeavors.

Job Duties

• Collaborates to ensure complaints and grievances are properly recorded and tracked.
• Communicates with patients, visitors, medical staff, and employees verbally and in writing.
• Determines needs of patients and families through various resources and recommends how the network can best respond to those needs.
• Educates staff in service excellence culture to allow for immediate, ongoing, real-time solutions in resolving patient/family dissatisfaction.
• Prepares timely reports regarding patient satisfaction and complaints.
• Inputs grievances and complaints into the healthcare feedback system.
• Serves as a resource in meeting the special needs of patients and visitors with a disability.
• Coordinates the formal patient satisfaction assessment process and communicates outcomes to appropriate network staff in a timely manner.
• Participates in performance improvement programs as a data source for statistics, investigations, and patient and/or family contacts.
• Interprets data from patient satisfaction surveys and prepares timely reports advising problems, action taken, and follow-up.

Minimum Qualifications

• High School Diploma/GED
• 1 year healthcare related experience
• Ability to interpret patient satisfaction surveys.
• Demonstrates astute critical thinking skills.
• Proficiency in computer skills and Microsoft Office applications.
• Strong knowledge of competencies related to customer service.

Preferred Qualifications

• Bachelor's Degree in a Healthcare related field
• 3 years healthcare related experience

Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.