Serves as a liaison between the patient or patient representative and hospital medical staff to facilitate resolution of patient concerns. Serves as the initial contact and central point for grievances. Coordinates and accurately documents the investigation and resolution of organization specific complaints or grievances lodged by patients or patient representatives and communicates resolution to the patient. Ensures compliance with complaint and grievance management regulations. Reports program results to organization leadership.
Documents complaints or grievances lodged by patients or patient representatives in the safety event database including the date of complaint, location, summaryof issue, how the issue was addressed, date resolved and response to complainent, and name of the individual responding to the grievance. Maintains complete, accurate and accessible minutes for ad hoc and core grievance committee meetings. Scans appropriate documents (e.g. written complaint letters) into the safety event database.
Works with appropriate clinical and/or hospital leaders to facilitate appropriate resolution of complaints and grievances. Inform patient and/or patient representative of resolution in writing within timframes established by hospital policy, accreditation standards, state and federal regulations.
Collects, analyzes, and reports complaint and grievance data through the quality reporting structure of the organization to the facility Grievance Committee and other leaders as determined by policy and/or facility leadership. Assists in the preparation of annual report to the Board of Trustees.
Develops a consultative relationship with department leaders, medical staff chairs and others as needed to fully investigate and resolve complaints and grievances.
Works with appropriate organizational leadership to ensure complaint and grievance process information provided to patients is kept up to date.
Maintains proficiency in Windows based operating software/systems and in use of the event reporting database. Uses excellent oral and written communication and presentation skills.
Demonstrates excellent listening skills and diplomacy when interacting with patients, families, hospital and medical staff. Uses discretion to limit involvement to only those individuals necessary to resolve the complaint or grievance. Uses proactive and positive team approaches to resolve issues or accomplish goals.
Minimum Education and Qualifications:
4 year Bachelor's Degree Required
Experience in a healthcare realted field required
Excellent verbal and written communication skills. Good listener. Able to handle difficult situations with tact and diplomacy. Proficiency in Excel. Strong organizational skills. Self motivated and able to meet tight deadlines with little supervision.
Full-time, 40 hours per week, days
Equal Employment Opportunity
It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.
We’ll also reward your hard work with:
• Great health, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• An employer-matched 403(b) for those who qualify.
• Paid time off
• Tuition reimbursement
• And a lot more