Reporting to the Hospital’s President & CEO the role of this position is to enhance patient satisfaction by reviewing and creating positive resolution to all patient complaints. Responsibilities include, but are not limited to: facilitates resolution of complaints, grievances, and/or requests for patients and visitors; investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff; develops, implements and participates in customer service and patient relations initiatives; works collaboratively with physicians, clinical leaders, administration, patient experience coach, risk management and staff to resolve issues/coordinate interventions; analyzes patient satisfaction data and makes recommendations for change as appropriate; provides monthly accountability and variance analysis of Balanced Scorecard customer service outcomes; ensure JCAHO and other regulatory compliance measures are maintained; Provides advocacy services for consumers under the Patient’s Bill of Rights
Bachelor’s degree in behavioral sciences or related field preferred. Minimum three years experience in a health care environment in either a complex individual performer or management role and experience dealing with patient complaints and resolution required. Notary Public preferred.
Other requirements include: excellent customer service, interpersonal and presentation skills; ability to handle difficult/awkward situations and angry people effectively with tact and diplomacy; excellent analytical skills, including analysis, planning, organizing and troubleshooting; ability to work independently with creative problem solving skills; knowledge of regulatory healthcare policies and procedures; proficient with use of Microsoft Office Suite including Word and Excel