Patient Relations Coordinator

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Closing Date:

05/12/2025

Type of Position:

Professional Staff - Project/Program Administration

Job Type:

RegularDay Shift (United States of America)No

Institution Name:

University of Arkansas for Medical Sciences

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.
 

UAMS offers amazing benefits and perks (available for benefits eligible positions only):

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the position, please click the Apply link/button.

The University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law, including age, race, color, national origin, disability, religion, protected veteran status, military service, genetic information, sex, sexual preference, or pregnancy. Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.
 

For general application assistance or if you have questions about a job posting, please contact Human Resources at askrecruitment@uams.edu.

Department:

ICE | CORE Clinical Risk

Department's Website:

Summary of Job Duties:

The Patient Relations Coordinator is responsible for investigating patient complaints or grievances, addressing staff and leadership’s concerns regarding patient complaints or grievances, forming appropriate resolutions after careful consideration of all investigative findings, and communicating this information timely to patients, families, and staff.

Qualifications:

Minimum Qualifications:

• Bachelor’s Degree plus at least three (3) years of experience conflict resolution, mediation, human relations or other related field

Preferred Qualifications:

• Proficiency in Microsoft Office programs (i.e., Microsoft Word, Excel, PowerPoint, and SharePoint); excellent professional written and verbal communication skills required.
• Proficiency in Electronic medical Records (EPIC)

Additional Information:

Responsibilities:

• Complaint or Grievance Investigation- Investigates and evaluates Complaints or Grievances in collaboration with hospital units, departments, service lines, and committees.
• Facilitates resolution of complaints or grievances for Patients & Visitors in coordination with the Patient Relations and Clinical Risk team.
• Documents patient/visitor concerns including synopsis of incident, actions taken to resolve, and outcome and document in the feedback section of the RL Datix database. 
• Composes letters or emails to patients, visitors, physicians, and/or leadership, ensuring grammatical accuracy and according to the terms of the UAMS grievance policy.
• Identifies, coordinates and collaborates interventions with various units/department to improve outcomes.
• Communicates findings verbally and in writing, as appropriate, through designated channels, while utilizing judgment of urgent need.
• Validates reports and performs checks for data files prior to submission. Consults on solutions, initiates corrective action in collaboration with nursing, and provides follow up on a regular basis.
• Identifies systems’ related problems, via patient/visitor data/employee data, and works collaboratively with physicians, administrators and staff to resolve. 
• Communicates clearly with patients, families, and UAMS employees.
• Collaborate with stakeholders (units, departments, service lines, and committees) to emphasize the significant impact of patient relations’ strategies.
• May be assigned additional duties as needed.  

Salary Information:

Commensurate with education and experience

Required Documents to Apply:

List of three Professional References (name, email, business title), ResumeProof of Veteran Status

Special Instructions to Applicants:

Please contact askrecruitment@uams.edu for any recruiting related questions.

All application materials must be uploaded to the University of Arkansas System Career Site https://uasys.wd5.myworkdayjobs.com/UASYS  

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:

Criminal Background Check

This position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity.  The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law. 

Constant Physical Activity:

Hearing

Frequent Physical Activity:

Manipulate items with fingers, including keyboarding, Repetitive Motion, Sitting, Standing, Talking, Walking

Occasional Physical Activity:

Feeling, Grasping, Pulling, Pushing, Reaching, Sharps, Stooping

Benefits Eligible:

Yes