Patient Relations Coordinator Fairlawn Family Medicine - University Hospitals

• Co-ordinates all aspects of UH Select Program by effectively and efficiently handling members and physician’s needs.
• Appropriately assess and evaluate patients and their individual care needs with consideration of development and age specific competencies. Serve as a role model and resource person in mentoring and performance of daily duties.
• Provide medical assistant coverage for Cleveland-based practices
• Manage day to day activity of UH Select Cleveland practices, including but not limited to: member database, order supplies, retrieve test results, medication refills, EMR maintenance, scheduling, Torchworks, Athena/Soarian responsibilities, enrollments
• Provide daytime call coverage for program access line
• Assist staff and coordinate with other departments in the hospital to achieve exemplary patient experiences and optimum care outcomes.
• Assumes the role of leadership in the absence of the Supervisor.
• Assumes responsibility for the organization, coordination, and administration of clinical practice and patient care delivery within UH Select focusing on standards of care, operational and service excellence and quality outcomes.
• Assumes staffing responsibility for UH Select practices.
• Responsible for creating orientation and on-boarding processes, new and annual training for UH Select employees.
• Works to create Strong partnerships and relationships with key organizational leaders to achieve practice goals.
• Ensures clinical practice standards are met in accordance with regulations and accrediting bodies’ principles.
• Develops and implements an effective quality improvement and employee engagement program.
• Participates in the professional development activities and the growth of the clinical team.
• Incorporates acceptable standards of professional practice to improve patient safety, quality and satisfaction.

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Education

• High School Equivalent / GED (Required) and
• Completion of a Medical Assistant Program (Required)
• Medical terminology (Required) and
• Medical billing and coding (Preferred)

Work Experience

• 2+ years in medical setting (Required)

Knowledge, Skills, & Abilities

• Microsoft Office - Word, Excel and Outlook (Required proficiency)
• Excellent written, verbal and interpersonal communication skills (Required proficiency)
• Internet familiarity (Required proficiency)
• Exceptional telephone etiquette (Required proficiency)
• Strong customer service background (Required proficiency)
• Knowledge and understanding of HIPAA (Required proficiency)
• Medical terminology (Required proficiency)
• Proficient with MS Office Suite. (Required proficiency)
• Knowledge of health care pathways and patient education techniques, including high level patient satisfaction including on-call variability to meet patient and family needs. (Required proficiency)

Licenses and Certifications

• Certified Medical Assistant (CMA) (Preferred)
• Basic Life Support (BLS) and AED certified (Required Upon Hire)

Physical Demands

• Standing Frequently
• Walking Frequently
• Sitting Rarely
• Lifting Frequently 50 lbs
• Carrying Frequently 50 lbs
• Pushing Frequently 50 lbs
• Pulling Frequently 50 lbs
• Climbing Occasionally 50 lbs
• Balancing Occasionally
• Stooping Frequently
• Kneeling Frequently
• Crouching Frequently
• Crawling Occasionally
• Reaching Frequently
• Handling Frequently
• Grasping Frequently
• Feeling Constantly
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Constantly
• Eye/Hand/Foot Coordination Constantly

Travel Requirements

• 10%

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