Coordinator of Patient Relations

Overview

Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Coordinator of Patient Relations is a mission-driven professional dedicated to ensuring every patient’s voice is heard and respected. This role is responsible for managing the day-to-day intake, tracking, and resolution of patient complaints and grievances, ensuring each concern is addressed promptly, compassionately, and in full compliance with Marin Community Clinics policies and regulatory standards.

Reporting to the Manager of Patient Relations, the Coordinator serves as a key advocate for patients and families promoting service excellence, patient rights, and continuous quality improvement throughout the organization. The coordinator works collaboratively with clinical, operational, and administrative teams to ensure the highest standards of communication, accountability, and care.

Responsibilities

• Receive, log, and track all patient complaints, grievances, and service concerns in accordance with MCC policy and regulatory requirements.
• Serve as the first point of contact for patients and families who wish to express concerns, ensuring all interactions are handled with empathy, professionalism, and cultural sensitivity.
• Conduct intake interviews, clarify issues, and document relevant details accurately in the grievance tracking system.
• Coordinate investigations with relevant departments (clinical, operations, billing, compliance) to gather necessary information for review and resolution.
• Draft acknowledgement and resolution letters that clearly communicate findings, actions taken, and outcomes, ensuring compliance with established timelines (per CMS, Medi-Cal, HRSA, and MCC standards).
• Escalate complex or sensitive cases to the Manager of Patient Relations for further review and resolution.
• Maintain accurate and confidential grievance records, ensuring timely data entry and status updates in tracking systems.
• Monitor progress of open cases and proactively follow up with departments to ensure timely resolution.
• Support the analysis of grievance trends and assist with the preparation of monthly, quarterly, and annual reports for leadership and Quality & Risk committees.
• Participate in departmental meetings to discuss case learnings, patterns, and opportunities for system improvement.
• Provide administrative and logistical support for audits, site visits, and internal reviews related to grievance and patient compliance.
• Educate patients on the grievance process, patient rights, and available resources; provide interpreter coordination as needed.
• Partner with the Patient Experience and Quality teams to identify and implement service recovery strategies.
• Maintain strict confidentiality and always uphold HIPAA and patient privacy standards.
• Demonstrate commitment to MCC’s mission by ensuring the grievance process reflects fairness, cultural humility, and responsiveness to community needs.
• Perform additional duties as assigned by the Manager of Patient Relations or Director of Engagement Services.

Qualifications

Education and Experience:

• High School Diploma or Equivalent (GED) required.
• Minimum of 2 years’ experience in a healthcare, community health center, or managed care environment, with direct exposure to patient advocacy, complaints management, or customer service.
• Experience with Electronic Health Records (Epic preferred).

Required Skills and Abilities:

• Familiarity with FQHC operations and regulatory requirements (HRSA, CMS, Medi-Cal) strongly preferred.
• Excellent verbal and written communication skills; ability to convey information clearly and compassionately to patients and staff.
• Strong interpersonal skills with demonstrated ability to handle sensitive situations with professionalism and discretion.
• Organizational and time-management skills to manage multiple cases simultaneously while meeting regulatory deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn database and case tracking systems.
• Knowledge of HIPAA, patient rights, and confidentiality regulations.
• Bilingual English/Spanish highly preferred.
• Commitment to diversity, equity, inclusion, and the mission of community-based care.

Physical Requirements and Working Conditions:

• Fulfill immunization and fit for duty regulatory requirements.
• This position is on site at our Novato office.
• Ability to travel between clinic sites within Marin County and work flexible hours as required.
• Prolonged standing and walking.
• Prolonged periods of sitting at a desk and working on a computer, with keyboard and mouse.
• Must be able to lift up to 15 pounds at times.
• Must be able to stand for extended periods of time.
• Ability to work in fast pace medical environments.

Benefits:Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.Marin Community Clinics is an Equal Employment Opportunity Employer

Min

USD $27.19/Hr.

Max

USD $31.00/Hr.