Patient Care Coordinator Job at The University of Kansas Health System (Olathe)

Job Description

The Patient Care Coordinator is a key resource in developing and maintaining a culture where patients are at the center of care and service. They are responsible for autonomously and collaboratively reviewing, prioritizing, and implementing the most appropriate immediate actions with their tools to proactively remedy patient and family complaints, grievances, and requests for assistance. The Patient Care Coordinator serves as a liaison within the Emergency Department to understand and respond to any concern presented by patients, patient representatives, or health system employees on behalf of the patient. They facilitate a plan with the staff involved in the patient's care to meet the patient where they are. They collaborate with all departments and professionals as appropriate and regularly partner with the ED leadership to discuss consistent opportunities. This position requires superb problem-solving and analytical skills and exceptional verbal, written, communication, and de-escalation skills to interact with various audiences and effectively address sensitive patient concerns.

Job Responsibility

Demonstrates excellence in critical thinking, problem-solving, interpersonal communication, and technical skills and demonstrates the ability to balance multiple competing priorities
Exercises professional, critical and strategic thinking, and collaborative problem-solving approaches to skillfully manage complex and/or clinically related patient/family complaints and grievances from initial entry into the Emergency Department through reasonable resolution or referral to the Risk and Claims Department, maintaining patient rights, confidentiality and adherence to regulatory requirements
Utilizes experience and familiarity with situations and processes to investigate patient/family complaints and grievances through review and conversation with other clinicians, patients, and families
Provides consultation to individuals, departments, and committees to promote prompt resolution to concerns, assists in resource identification, and aids in problem-solving in various situations
Proactively communicates and collaborates with Patient Relations colleagues, Risk Management, health system leaders, physician colleagues, and other patient care and support team members
Assists patients and families in meeting special needs, including but not limited to patient and family meetings with care teams, resource identification, and concerns about lost or damaged personal items
Works with patient experience coordinator and ED leadership to create empathetic and detail-oriented verbal and written responses to patients who have submitted a grievance or formal complaint in accordance with regulatory requirements
Represents patient/family needs and rights on relevant working committees as requested
Participates in planning and/or presenting relevant orientation and continuing education as requested and serves as a role model to those within the health system regarding conflict resolution, de-escalation, and compassionate boundary setting
Independently and collaboratively works with members of the health system’s revenue cycle team and patient experience coordinator to evaluate patient billing statements and balances and recommend appropriate financial adjustments for service recovery
Must be able to perform the assigned unit or department's professional, clinical, and technical competencies
Will provide empathetic and compassionate experience focused rounding on patients in the waiting room and all patient care areas within the ED
Will respond to inpatient patient complaints about ED visit/throughput concerns and work with department leaders on appropriate resolutions
Participates in patient transports and assisting patients from vehicles as needed and delegated by ED leadership
Ability to obtain and report vital signs to licensed personnel as needed in the waiting area and other patient settings in and around the ED space