About the role
PRIMARY PURPOSE Serve as an institutional ambassador charged with the solicitation, reception, management, and timely resolution of visitor and patient feedback, to include complaints, grievances, compliments and suggestions. MINIMUM SPECIFICATIONS Education Must have a Bachelors degree in health care, business or related field, or have it completed within 24 months of hire date. Prefer a Masters degree in health care or related field.
Experience Must have two (2) years of experience working in a Patient Relations/Advocacy, Quality, healthcare regulatory environment, healthcare (general), business, or a related profession. Prefer five (5) years of experience working in a health care environment, or related field, with three (3) working in advocacy. Experience in complaint management, mediation, conflict negotiation, data management, interpersonal communication, and crisis intervention strongly preferred.
Certification/Registration/Licensure Certified Patient Experience Professional (CPXP) designation is preferred. Skills or Special Abilities Must have knowledge and be able to support the hospitals mission, philosophy, values and vision. Must have excellent interpersonal relationship skills including communication (oral and written).
Must have excellent customer service intuition and skills. Must have keen analytical and problem-solving skills. Must demonstrate ability to empathize and relate to individuals of diverse backgrounds.
Must be a diplomatic communicator with the ability to interact with staff and clients in an objective, non-judgmental manner. Must be able to de-escalate emotionally charged situations, and also maintain own composure in emotionally charged and/or stressful situations. Must be able to effectively represent clients and maintain confidentiality in all circumstances.
Must be capable of analyzing data in the development of resources and tools for departmental customers. Must be able to meet deadlines in a fast-paced environment. Must be able to work both independently and as a team member and/or leader.
Must be able to handle stressful situations in a professional and empathetic manner. Must be able to demonstrate basic computer skills. Responsibilities In partnership with relevant and appropriate senior leaders and/or managers, manages ownership of complaints, and grievances to from inception to resolution.
Leads thorough investigation of complaints and grievances on matters that are that are often complex, highly sensitive, and that require well developed analytical skills and extensive follow-up. Writes response letters to grievances in accordance with regulatory guidelines. Uses critical thinking skills to be able to quickly and thoroughly address patient feedback in accordance with organizational procedures and regulatory guidelines.
Serves as a consultant to health system staff on patient and/or visitor complaints requiring immediate attention. Maintains compliance with CMS regulatory requirements for management and closure of complaints and grievances. Serves as a role model and leader in the support a patient/customer focused culture.
Assists in the interpretation of patient complaint and grievance data for clinical partners. Day-to-day usage and execution of the steps of the complaint management system(s) to ensure the effective and efficient tracking of all patient complaint activity. Liaises with assigned patient care areas, serving as a resource for regulatory and practice standards related to the management of complaints and grievances.
Utilizes customer post feedback and trends to facilitate system improvements to better meet the consumers needs and shares this information with the local departments on a routine basis. Utilize findings from complaint and grievance investigations to make recommendations for identified service or operational changes. Serves as committee representative for assigned areas as warranted.
Using appropriate data and reports, monitors healthcare complaint and grievance market/site climate and identify any patterns or trends in patient relations activity to propose solutions to address. Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
Assists with special projects or other duties as assigned, including, but not limited to assisting in development of policies and procedures for the department and organization. Participates in the identification of candidates for possible inclusion on patient advisory council(s). In line with budgetary constraints and maintaining fiscal responsibility, reviews requests and makes determinations related to the provision of service recovery items to patients and guests.
Provides technical and practical training to hospital and clinic employees on use of complaint management and patient relations resources. Job Accountabilities Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.
Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.