Methodist Mansfield Medical Center
Department: Quality Management
The Patient Representative responds to patient complaints which require intervention and action beyond that provided by Departmental Staff/Managers/Directors. The Patient Representative will investigate complaints and grievances and use complaint and conflict resolution strategies to resolve and mitigate patients’ complaints. The primary responsibility involves coordinating, tracking, categorizing and responding to patient complaints. Provides regular analysis of the trends related to patient complaints and subsequent risk to patients, the organization and staff. Responsible for coordinating and presenting educational programs related to complaint resolution. The Patient Representative will develop strategies to address trends identified and will support patients/families active participation in their care planning, decision making and safety practices. Provides timely, concurrent updates (to department leadership, Risk Manager and Administration) regarding patient complaints and complaint resolution activities.
Bachelor's degree required, but Master's degree is preferred. Demonstrates working knowledge of the following software: MediTech, Windows, Word, Excel, Access, PowerPoint, AICE. Knowledge of definitions of healthcare-acquired infection as established by the Centers for Disease Control and Prevention. Knowledge of risk management, conflict resolution, complaint resolution, team building, statistical analysis, data submission, analysis, and reporting. Ability to establish and maintain rapport with a wide range of personalities and professional types. Maintains strict confidentiality and demonstrates patient centered/patient valued behaviors and mediate patient concerns. 3 years of experience preferrably in risk managerment.
Methodist Health System - 18 months ago
Why does a career at Methodist Health System outshine the others? To start with, we truly value our employees and we show it by offering...