Patient Relations and Legal Coordinator - Roper St. Francis Healthcare

Scheduled Weekly Hours:

Work Shift:

Location: Roper Medical Office Building - Charleston, SC

Shift: Day shift 8:00am-5:00pm

Job Summary: The Patient Relations & Legal Coordinator aids in complaints and grievances management as well as legal matters to include coordinating with outside attorneys and claim adjustors, providing support and data entry in litigation matters, respond to inquiries from RSFH staff and outside sources, maintaining legal files. This position will also review all emails, calls, social media messages and written complaints, record complaints/comments, coordinates with the appropriate department/leader for resolutions, receives & forwards compliments, issues acknowledgement letters, forwards grievance forms within the designated timeframe, assists with accreditation surveys and requests from accrediting and regulatory entities and compiles reporting on trends, frequency, and key areas of concern. Additionally, this position will follow up on all items until resolution.

Minimum Qualifications:

Education: Bachelor’s degree required. Paralegal certificate preferred.

Experience: Three years of work experience in healthcare or customer service field required. Demonstrated experience or training in Joint Commission complaints processes and CMS Conditions of Participation related to complaints and grievances required. Five years of experience in the legal field, customer service or healthcare preferred. Prior experience working with grievances and appeals strongly preferred. Knowledge of RSFH organizational structure strongly preferred.

Knowledge/Skills: Must possess excellent computer skills, written, and verbal communication skills. Knowledge of legal procedures, skilled in interviewing techniques and legal research is required. Ability to differentiate several types of complaints/grievances and determine appropriate parties for handling. Excellent prioritization and organizational skills; effectively manage competing priorities and multiple deadlines. Must have excellent written and verbal communication skills, customer service skills, and ability to summarize and escalate customer complaints to appropriate manager. Ability to work independently and under pressure. Attention to detail and critical thinking skills. Excellent attendance history. Ability to establish and maintain rapport with patients and staff. Maintains confidentiality of sensitive information. Ability to organize and maintain accurate patient correspondence records and files, including electronic record keeping. Must meet required deadlines. Sound judgment and decision-making abilities. Proficient in Microsoft Word and Excel computer programs.

Contacts: Contact with patients, former patients, billing department representative, and management daily. Referrals to other resources daily to include, but are not limited to nurse managers, administration, medical staff, nurse peer review, Quality Department, risk management Department, Patient Experience Department, and Human Resources. Contact with executive staff and system employees. Contact with corporate attorney’s and outside counsel.

Work Demands/Environment: Frequent sitting, stooping, bending. May require lifting or moving items up to 10 lbs. Constant use of finger/hand dexterity and eye-hand coordination. Constant talking or hearing. Ability to read, comprehend and enter data. Constant use of computer and viewing screens. Corrected hearing and vision to normal range.

Job Summary: The Patient Relations & Legal Coordinator aids in complaints and grievances management as well as legal matters to include coordinating with outside attorneys and claim adjustors, providing support and data entry in litigation matters, respond to inquiries from RSFH staff and outside sources, maintaining legal files. This position will also review all emails, calls, social media messages and written complaints, record complaints/comments, coordinates with the appropriate department/leader for resolutions, receives & forwards compliments, issues acknowledgement letters, forwards grievance forms within the designated timeframe, assists with accreditation surveys and requests from accrediting and regulatory entities and compiles reporting on trends, frequency, and key areas of concern. Additionally, this position will follow up on all items until resolution.

Roper St. Francis Healthcare is an equal opportunity employer.

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