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Employment Type:

Full time

Shift:

Day Shift

Description:

SUMMARY:

Under general supervision, supports the Patient Relations Manager by serving as a coordinator, liaison and educator in regards to the patient and family concerns and grievance process. Additionally, this position will provide support to the organization through compassionate and collaborative guest management, with an intense focus on patient and guest experience.

REQUIREMENTS:

1. High school diploma or equivalent required. Associates or Bachelor’s degree with an emphasis in Psychology, Social Work, or related Health Sciences preferred.

2. Healthcare and customer service experience preferred.

3. Conflict management experience and de-escalation techniques preferred.

WHAT YOU WILL DO:

+ Maintains a database related to process and outcomes of the patient concern and grievance response program

+ Assists the manager with management of investigation and response to concerns and grievances.

+ Assists the manager with coordinating communication with patient/family members regarding resolution of concerns and assists them in accessing grievance processes.

+ Assists with education, in-services and training efforts.

+ Attends department meetings, unit meetings and training as assigned.

+ Visits units as needed to coordinate customer service practices and assist staff in management of challenging customer relation situations.

+ Assists the supervisor with preparing reports on concerns and grievance process and outcomes to appropriate departments and committees

+ Follows current regulatory guidelines and standards in regards to investigating and resolving patient grievances, including, but not limited to, grievances alleging a violation of Section 1557 of the Affordable Care Act.

+ Assists the manager in determining need to revise or implement new internal policies and procedures to create a more effective program.

+ Assists the manager with creating and providing opportunities for staff to acquire and maintain knowledge through informal training and development programs to enhance staff skills in handling patient and family concerns. Utilizes Mission, HR and other SARMC resources for formal staff training.

+ Requires the ability to work well independently and as part of a collaborative team.

+ Advanced communication and customer service skills to communicate information (verbally and written) to a variety of roles clearly, respectfully, and adapt communication based on the receiver’s current knowledge base.

+ Ability to form productive and positive relationships immediately with patients, their loved ones and other caregivers, while maintaining appropriate boundaries.

+ Ability to work independently with limited supervision.

+ Ability to be supportive and work well within a collaborative team.

+ Crisis management, de-escalation, and mediation experience preferred

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran