Patient Relations Coordinator

The School of Dentistry shares the mission of the Oregon Health & Science University to provide educational programs basic and clinical research and high quality care and community programs. We strive to foster an environment of mutual respect where the free exchange of ideas can flourish. The dental school prepares graduates in general dentistry and the dental specialties to deliver compassionate and ethical oro-facial health care.

The School of Dentistry is committed to providing excellent patient care while educating the next generation of dental professionals. The Patient Relations Coordinator plays a vital role in this mission by serving as the primary contact for patients who have questions concerns or complaints. This position also serves as the primary point of contact for faculty students residents and staff as they negotiate complex patient interactions. This position ensures that every patient voice is heard respected and addressed with fairness consistency and compassion while also supporting the schools educational environment.

The Patient Relations Coordinator investigates concerns by reviewing patient records and collaborating with faculty students residents and staff then communicates clear consistent and thoughtful resolutions. By balancing the needs of patients with the schools academic and clinical standards the Patient Relations Coordinator helps foster open communication and trust improve the patient experience and contribute to the growth of future dental providers. The Patient Relations Coordinator serves as a liaison between the patient and the dental care team to ensure clear communication and to effectively manage and de-escalate conflicts. The ultimate goal is to provide fair and effective resolutions that enhance patient satisfaction while upholding the integrity of the schools clinical and educational standards. The role interacts with SOD Leadership OHSU Risk Management OHSU Patient Relations OHSU Legal the Oregon Board of Dentistry and other local state and federal entities when warranted.

• Associate degree in a healthcare related field that may include such areas as nursing community health education psychology or sociology is required
• Bachelors degree in health care related field that may include such areas as community health education psychology or sociology is preferred
• Minimum of two (2) years of healthcare setting such as hospital clinic or health plan experience is required
• Prior experience in case management in a health care setting such as hospital clinic or health plan is preferred
• Strong problem-solving skills and the ability to navigate sensitive or complex situations
• Ability to work collaboratively across diverse groups
• Strong communication interpersonal and conflict resolution skills
• Ability to handle sensitive information with discretion confidentiality and diplomacy
• Ability to interact effectively with diverse populations to include patients staff and faculty
• Strong analytical and problem-solving skills with attention to detail. Ability to conceive develop manage and evaluate projects
• Proficiency with electronic health or dental record systems and Microsoft Office applications
• Reliable attendance punctuality and successful performance at past and present employers
• Busy clinic environment with frequent interruptions
• Environmental exposures include: blood body fluids nitrous oxide and minimum radiation
• Exposure to educational and clinical workspaces will occur
• This position requires the ability to take the tram to and from the main campus for meetings trainings and other purposes

• Knowledge of HIPAA and patient rights regulations
• Conflict resolution or mediation training
• Experience in an academic healthcare or dental school environment
• Experience in case management in a health care setting such as hospital clinic or health plan is preferred
• Bilingual or multilingual communication skills
• Training and experience in project management and/or process improvement
• Certification in Conflict Management or Resolution