Summary:

Acts as a liaison between consumers of health care services and the organization's administration, staff, and physician. This includes identifying patient needs and expectations, assisting patient/family, documenting patient/family concerns and helping establish a caring environment for the whole person. Coordinates, monitors, and evaluates information involving patient satisfaction.

Responsibilities:

• Coordinates, investigates, and resolves consumer grievances concerning the quality of care and services by providing a formal grievance mechanism for the organization.
• Manages crisis situations, focuses on the well-being of the patient/family and stabilizes the crisis event.
• Assumes responsibility, in partnership with Customer Service, for customer complaints and Code Purple.
• Maintain close collaboration with Regulatory Compliance Coordinator to assure compliance with JCAHO and other regulatory standards
• Participates in staff training with regard to Patient Rights and Responsibilities and service recovery through New Staff General Orientation and New Manager Orientation.
• Plays crucial role with Quality Resource Management by reviewing systems and services from the patient/customer perspective.
• Provides leadership and/or consultation to committees that impact on consumer needs and respect for patients' rights. Participates on other committees as indicated or appropriate.
• Participates in mission projects and special holidays when requested and/or as the need arises.
• Communicates patient-focused issues with clarity and skill. Involves all interested parties. Develops a personal rapport with patients, families, and all healthcare.
• Reviews and disseminates returned surveys via website and refers identified patient issues for follow-up as appropriate.
• Generates scores and trends to Senior Leadership Team, Regional Management Team, and Customer Service Councils.
• Analyzes data and assists departments with interpretation.
• Identifies opportunities for improvement based on patient satisfaction results
• Healthstream (HLC) modules completed by assigned date.
• Complete Associate Self-evaluation and give to Supervisor by assigned date.
• Attend 2 of the Associate Round Tables per fiscal year
• Maintain licensure or certification without lapse, if required for the position.
• Maintain BLS/ACLS certification, if required for the position.

Requirements:

• High School Diploma

Work Type:

Full Time

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