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Patient Relations Coordinator

Location Wailuku, Hawaii Job Number 1021211 Date posted 11/30/2021
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Personalize and humanize the healthcare experience. Decrease hospital complaints and increase patient and family satisfaction by working directly with patients and families, in collaboration with hospital staff. clinicians and administration, to address concerns regarding care and service as rapidly and effectively as possible. Responsible for receiving and resolving patient / resident / family complaints/grievances and inquiries in the Maui Health System facilities, clinic and outpatient settings to ensure satisfaction and promote retention while ensuring regulatory compliance.  Supports of facilities in Maui Health System in meeting compliance with the standards, as well.

Essential Responsibilities:
  • Responsible for intake and resolution of complaints and/or grievances/inquiries within the Maui Health System in- order to promote patient / resident / family satisfaction and retention while ensuring regulatory compliance.
  • Directly respond to patient and family concerns regarding hospital care and service in a timely and appropriate manner. Offers escalated level of response in coordination with hospital staff, clinicians and administration involvement. Reduce formally filed complaints to Member Services/Member Relations, and improve patient satisfaction results across the hospital. Ensure regulatory requirements are met for complaints.
  • Assists patients in utilizing appropriate medical services and understanding available medical related services including policies, procedures, protocols and regulations that pertain to the department as well as the medical center.
  • In both a pro-active manner and in response to concerns facilitates patients and families' interaction with providers and administrative staff to reduce risk and mitigate professional liability.
  • Facilitates communication between patients, visitors and staff.
  • Responds to crisis situations. Ensures proper support provided to patients, family members and staff involved.
  • Investigates all issues related to patients' complaints including collection and documentation of appropriate data.
  • Compiles and reports quality of service results as part of Quality Assurance monitoring. Ensures complaints, identification of problem areas and resolution handled in timely manner.
  • Ensures that complaints and grievances are processed in accordance with regulations, compliance standards, policies and procedures. Identifies patient and family /system conflicts in an effort to prevent professional liability, minimize financial penalties Influences key decision-makers using current customer service strategies.
  • Supports resolution of insurance payer and regulatory complaints regarding quality of care.
  • Partners closely with providers as a resource by providing consultation on difficult patient and family issues interpreting organizational policies and procedures, and assisting in resolving system obstacles.
  • Acts as a resource to Medical Staff., Sr. Leadership and physicians as well as to managers/supervisors; communicating areas of concerns and identifying trend areas.
  • Assists managers/supervisors in responding to patient complaints. Acts as staff resource which include communicating and clarifying organizational policies and procedures.
  • Supports efforts to meet needs of patients and families with Limited English Proficiency.
  • Provides education to staff regarding Patient Relation's processes, including but not limited to Service Recovery.
  • Maintains statistical data to evaluate and maintain effective department performance.
  • Participates in committees and quality improvement activities. Attends continuing education and in-service training programs.
  • Participates in compliance audits.
  • Basic Qualifications:
  • Minimum three (3) years experience with consumer affairs or customer service.
  • Education
  • Associates Science degree in business or health administration, social sciences, communications or related field OR two (2) years of experience in a directly related field.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Knowledge of effective customer service strategies required with demonstrated ability to work in a time sensitive environment
  • involving patients, family members and advocates and the ability to effectively listen and handle angry patient as well as interview and investigate emotional situations with a level of sensitivity and understanding.
  • Demonstrated excellent verbal and written communication skills required.
  • Demonstrated ability to effectively manage large, diverse caseloads involving complex issues.
  • Ability to work with peers in self-managed teams.
  • Demonstrated knowledge of and skill in adaptability, change management, conflict resolution, decision making, customer service,
  • interpersonal relations, oral communication, problem solving, quality management, teamwork and written communication

    Preferred Qualifications:
  • Bachelor's degree in business, health administration, social sciences, communications or related field.
  • Background in Medical Terminology preferred.
  • Familiarity in working in the healthcare industry.
  • Able to use computer programs such as Power Point, Excel, and Epic.
    Primary Location: Hawaii,Wailuku,Maui Memorial - Wailuku Tower Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 04:30 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-MHS-01|NUE|Non Union Employee Job Level: Individual Contributor Department: MAUI MEMORIAL MEDICAL CENTER - Rgnl Hosp-Patient Care Admin - 3601 Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.