Patient Relations Coordinator - Quality

Hours of Work :

8:00 am to 5:00 pmDays Of Week :

M-FWork Shift :

8X5 Day (United States of America)Job Description :

Job Description

·Hours of Work : Days Of Week :

Work Shift :

Job Description : Job Family

• Management
• Nursing

☒ Professional A (degreed non-clinical)

• Professional B (degreed clinical)
• Support Services A (non-degreed non-clinical)
• Support Services B (Non-degreed clinical)
• MedHealth Staff
• Health Connect

Job Title:

Patient Relations Coordinator

Reports To:Manager Risk Management

□Inclement Weather Status

• Required to report to work

☒ Not required to report to work

Job Summary

☒ Category A: Employee with no patient impact

• Category B: Employee with patient impact

☒ FLSA: Exempt

• FLSA: Non-exempt

Job Purpose:

The Patient Relations Coordinator will provide operational and day to day services to the Patient Relations duties provided by the hospital to act as ombudsman for patient/family and visitor complaints and grievances. The Coordinator works in collaboration with hospital leadership, risk and quality services to ensure compliance, processes and standards for complaints and grievances includes but is not limited to coordination of compliance with CMS Conditions of Participation and Texas State Regulations, and other external regulatory agencies as required.

Age Specific Care Considerations:

• Adults: 18+ years – 35 years
• Adults: 35+ years – 65 years
• Adults: 65+ years
• Children A: 18+ months – 3 years
• Children B: 3+ years – 5 years
• Children C: 5+ years – 12 years
• Children D: 12+ years – 18 years
• Infants: 0 – 18 months

☒ Not applicable (category A employee)

Education:

Bachelor’s degree required (Communications, Social Work, Conflict Management, Healthcare, Nursing or other applicable healthcare or business experience in customer service).

Licenses and/or Certifications (Preferred):

Patient Advocacy or other service oriented certification

Related Work Experience and Other Skills:

3-5 years experience in hospital or healthcare patient relations, patient advocate, customer service, or complaint management. Intermediate to Expert skills in using Microsoft office products; strong written and oral communication skills; experience with external survey processes.

Physical Demands and Work Environment:

Prolonged, extensive or considerable writing, talking on the telephone, sitting, standing, and/or walking. Occasionally lifts, bends, or carries charts, binders, small office equipment. Requires hearing and visual acuity. Occasionally will come in contact with patients under a wide variety of circumstances. Additional hours may be required to meet hospital/patient needs. Minimal exposure to infectious disease and chemical OSHA classification III.

Job Roles Patient Relations

Duty 1: Manage and collaborate with the Risk Manager reporting to provide for patient relations to receive, investigate, and coordinate patient and/or family complaints and grievances for MMMC hospital. Participates in external surveys or visits related as needed for complaint investigation Duty 2: Performs and coordinates timely response and follow-up on patient complaints and grievances that meet the CMS, TxDSHS regulations and other external regulation guidelines for verbal or written follow-up. Explains or interprets policies, procedures and services for patient/family. Develops standard operating procedures to ensure referral to quality and risk team members for quality of care concerns is timely and incorporated into patient feedback.

Duty 3: Demonstrates accountability for regular event reporting providing reports to ensure trending, analysis and reporting of patient complaint and grievances on a regular and routine basis to hospital and corporate leadership

Duty 4: Develops and monitors internal processes to ensuring timely review, follow-up and completion of open cases. Includes coordinating and follow-up with quality or risk staff reviews to support investigation and feedback

Duty 5: Coordinates with Legal, Billing and other internal departments or sources for cases that have potential liability, or charges that may need adjustment, including processing for reimbursement when indicated. Follows hospital and department processes for release of liability and payments as indicated.

Duty 6: Participate with Administration Suite and risk manager on weekly basis for case review, status and disposition updates.

Duty 7: Participate in regular meetings with the MHS System with Patient Relations teams to maintain standardization in reporting, processes and operating guidelines.

Duty 9:  Other duties as assigned

Methodist Mansfield Medical Center is a 294-bed, full-service acute-care hospital serving North Texas and certified as an Advanced Primary Stroke and Heart Attack Center by The Joint Commission. We are proud to be the first hospital in DFW to earn two AMSN PRISM Awards for exemplary nursing practice.

We are committed to fostering an inclusive workplace where team members feel valued and supported. Our culture of excellence has earned national recognition, including:

• Magnet® designation for nursing excellence
• Becker’s Top 150 Places to Work in Healthcare (2023)
• Top 10 Military Friendly® and Military Spouse Friendly® Employer (2023)

With advanced technology, patient-centered design, and a new ninth operating room added in 2025, Methodist Mansfield delivers high-quality, innovative care across services including Level III Trauma, NICU, and Maternal Care.

Backed by more than 1,700 team members and 900 physicians, and actively engaged in our community, Methodist Mansfield is a place where your work matters—and your career can grow.