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General Summary

Works closely with Patient Experience Specialists and CareLine Specialists to support care leaders to swiftly and effectively address patient/family concerns and grievances that are not solved at time of expression. This role gives attention to tracking regulatory requirements associated with concerns and grievances, provides support to care leaders to coordinate needed communications for concern resolution and assesses trends to guide root cause improvements. Participates as needed in opportunities for improvement associated with care experiences.

Duties and Responsibilities

Essential Functions:

+ Reviews daily friction points entered into CRS for accurate classification, follows up on concern/grievances and assists in investigation of situation in complex cases so that needed responses, resolution and service recovery are prompt.

+ Crafts grievance final written responses with an empathetic and respectful communication style, conferring with the involved manager for signature and closure.

+ Demonstrates relationship centered communication in all encounters with patients, families and staff.

+ Serves as the coordinator of meetings for families and managers if necessary, for complex case resolutions.

+ Performs patient rounding to provide a personalized experience and proactively identify service recovery opportunities.

+ Participates in care area rounding and summarizes observations for bright spotting and opportunities for improvement.

+ Works with patients as assigned to gather feedback structured to inspire and drive improvements.

+ Represents the patients' voice in grievance and concern resolutions and serves as coordinating lead for entity grievance committees and/or assigned patient advisory teams, councils or with patient partners.

+ May assist with feedback and planning improvements in locations where real time feedback is in use.

Common Expectations:

+ Excellent written and verbal communication grounded in a passion for exceptional human experiences.

+ Provides outstanding service and communication to all internal and external customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

+ Participates in meets and projects as assigned

Qualifications

Minimum Education:

+ High School Diploma or GED Required

+ Associates Degree Preferred

Work Experience:

+ 3 years Professional experience in a Healthcare or hospitality environment. Required

Knowledge, Skills, and Abilities:

+ Excellent collaboration and communication skills, as demonstrated by active listening, open discussion, giving and receiving constructive and positive feedback, and providing accurate and complete information in a timely manner.

+ Strong assessment skills.

+ Exercises respect, integrity, and fairness in all interactions.

+ Strives to prevent and resolve conflict and to build an environment of trust among the team.

+ Microsoft Excel.

Benefits Offered:

Comprehensive health benefits

Flexible spending and health savings accounts

Retirement savings plan

Paid time off (PTO)

Short-term disability

Education assistance

Financial education and support, including DailyPay

Wellness and Wellbeing programs

Caregiver support via Wellthy

Childcare referral service via Wellthy

Quality of Life

Formed in 1813, Lebanon is a quaint city of 25,700 residents. The area, rich in heritage and the small-town charm of yesteryear, features sites on the National Register of Historic Places, museums, scenic parks and recreation facilities, performing arts theaters, artists' studios, a farmers market and dining establishments for all tastes.

Life in Lebanon County offers affordable housing and options for pursuing higher education. Residents can find local employment in manufacturing, retail, arts and entertainment, healthcare and service sectors. Located in Central Pennsylvania, Lebanon is within an easy driving distance of Harrisburg, Lancaster, Reading and York. (Patient population: 140,000)

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.