Family Relations Coord

Philadelphia, PA, US, 19104

Job Type: 

WOOD CTR - Wood Building Req ID: 28381

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The Family Relations-Office of Feedback under the Patient and Family Services Department serves as the enterprise division and the key point of contact for patients and families who contact The Children’s Hospital of Philadelphia to express concerns related to the care and service provided to them/their child. The Coordinator is a position requiring professional skills, judgment and training. The division receives a high volume of inquiries from a variety of sources across the enterprise including patients and families and must gather pertinent medical and family information, chief complaint and referral sources to assist in determining level of acuity and which program will be the most appropriate resource to address the matter.  


The Coordinator is responsible for the accurate documentation of all Family Relations-Office of Feedback correspondence in the division database to effectively meet external regulatory and accreditation requirements including Centers for Medicare and Medicaid (CMS), Department of Health (PADOH, NJDOH) and the Joint Commission on Accreditation of HealthCare Organizations (JCAHO). In-take Coordinator will be required to maintain confidentiality of highly sensitive information filtered through OFB.


The Coordinator acts as a liaison between various staff (e.g. clinicians, managers and senior leaders) across the CHOP enterprise to address patient/family compliments, complaints and grievances and must effectively assesses the families’ understanding of the issue being shared and the expectations they have for evaluation and follow-up.

Job Responsibilities
  1. The Coordinator communicates effectively with patients, families to obtain chief concerns and effectively and efficiently route written communication to the appropriate leader.  The Coordinator is responsible for gathering accurate information; including demographics, patient information and all details related to the feedback. The coordinator must have excellent writing and listening skills and be able to ascertain what the patient/family is requesting when contacting the OFB during a time when they are in less than optimum state; and redirect patient/family back to their health care providers here at CHOP to the patient/family understand and interpret the information obtained.
  2. Responsible for accurately entering patient/family information into the centralized database; determine appropriate domain codes and establish tracking and response time frame in accordance CHOP policies and regulatory guidelines, and saves supporting documents within confidential shared drive/filing system.
  3. Coordinator is responsible for tracking all correspondence (emails, calls, surveys and mail) regarding patient/family feedback associated with assigned department/areas to ensure timely response according to CHOP policies to ensure regulatory compliance and mandated response timeframe.  Will provide on-going review and work with identified staff and leaders to ensure appropriate follow-up to any outstanding concerns are addressed and provide ongoing assistance for assigned areas.
  4. Coordinator will rely on identified staff, social work leaders and patient experience team to solve patient/family concerns before they escalate into grievances and provide staff with additional resources. Identify potential barriers to workflow and collaborations. Problem-solves in order to deliver safe, high quality experiences to patients/families, researching problems, answering questions, utilizing regulatory guidelines for possible resolution to manage patient/family expectations regarding their concerns within the required timeframe.
  5. Coordinator will be required to inform manager and co-workers of any significant issues that may impact the services to patient/families during the schedule work day and time-off or at change of shift.
Job Responsibilities (Continued)
Job Responsibilities (Continued)
Required Licenses, Certifications, Registrations
Required Education and Experience
  • Minimum H.S. diploma
Preferred Education, Experience & Cert/Lic

·A.S., B.S., or B.A. in related discipline preferred.

·Minimum of 3 years related work history or 3 years of customer service experience. Healthcare experience preferred.

Additional Technical Requirements
  • Excellent computer skills, the Microsoft Office Suite of programs, plus experience using the Internet to conduct basic consumer health literature searches.
  • Proven capability of problem solving and conflict resolution.
  • Ability to work collaboratively with hospital staff, volunteers and professionals affiliated with hospital services.
  • Demonstrates cultural competence and sensitivity to special needs, various coping styles and sophistication for working with patients and families under duress.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

Phone: 866-820-9288




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