"Alerted.org

+ Area of Interest: Patient Care

+ FTE/Hours per pay period: 1

+ Department: Guest Relations

+ Shift: Days

+ Job ID: 172385

Overview

Represents the President (CEO) to patients, families, and staff as needed to ensure a positive representation of UnityPoint Health – Des Moines (UPH-DM). Serves as a liaison between the consumers of hospital services (patients, physicians, family, visitors) and the hospital staff in the provision of quality customer services to ensure patient satisfaction. The major responsibilities of this position are all directed toward patient advocacy, customer satisfaction, complaint handling, and problem resolution. Consistently utilizes a holistic approach (considering physical, psych/social, spiritual, educational, safety and related criteria) appropriate to the age of the patients served in assigned service area.

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.   Here are just a few:

+ Expect paid time off, parental leave, 401K matching and an employee recognition program .

+ Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.

+ Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family .

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

+ Represents the President (CEO) to patients, families, physicians and staff as needed, to ensure a positive representation of UPH-DM.

+ Determines the course of action for all patients referred to guest relations or upon request of patients or visitors. Manages the patient complaint/grievance processing system, including the coordination of the feedback to patients and staff concerning complaints, grievances and resolutions.

+ Demonstrates knowledge of CMS guidelines, Policy RI #13 Patient and Family Complaint/Grievance Policy, HIPAA, DNV, OSHA and other federal/state regulatory agencies guiding healthcare regarding complaint handling.

+ Works with and provides support to physicians and staff to increase satisfaction of the patient experience.

+ Strengthens, personalizes and enhances the relationships between the hospital and consumers to assure the patient and staff are aware of the patient’s rights and responsibilities; assure compliance with these rights. Interprets hospital philosophy, policies and procedures for increased understanding.

+ Determine satisfactory resolution of complaints/grievances to mitigate future potential costs and/or liability of the organization

+ Documents patient complaints and grievances in computer data base and facilitates appropriate feedback to patients, families, and staff concerning the complaint or grievance and resolution. (RI #13 Patients and Family Complaint/Grievance Policy).

Qualifications

Education: Bachelors degree required

Experience: Previous healthcare and customer relations experience required