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At Merrimack Health, we are committed to pay transparency and equity. The base salary range for this position is $27.50–$41.24/hr, excluding fringe benefits and potential bonuses.

Your final base salary will be determined based on your education, experience, licensure, and internal equity considerations. Offers are typically made below the top of the range to support future salary growth.

JOB SUMMARY:

Champion of patient experience, responsible for the management of patient complaints and grievances, patient relations, and compliance with accreditation standards related to patient rights, and regulatory agency requirements related to management of patient complaints and grievances. Regulatory and accreditation agencies include but are not limited to: The Joint Commission (TJC), Centers for Medicare and Medicaid Services (CMS) Conditions of Participation (COPs), Massachusetts Department of Public Health (DPH), Department of Mental Health (DMH), and Massachusetts Board of Registration in Medicine (BORM) requirements for annual and semi-annual reporting.

Coordinates the management of patient complaints and grievances as well as patient compliments, such as the intake, investigation, resolution, documentation and reporting of each complaint as well as compiling aggregate data on a monthly basis and distributing reports to key stakeholders in a timely manner, working closely and in collaboration with risk management and the electronic event reporting system. Applies “Just Culture” principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and visitors in collaboration with risk management, direct care providers and supervisory and management staff.

In accordance with DMH Regulations 104 CMR 27.1, as the Human Rights Officer will undertake the following responsibilities: (a) To participate in training programs for human rights officers offered by the Department of Mental Health; (b) To inform, train and assist patients in the exercise of their rights; (c) To assist patients in obtaining legal information, advice and representation through appropriate means, including referral to attorneys or legal advocates when appropriate.

Serves as the staff support to the Patient & Family Advisory Council, facilitates and coordinates the meeting schedule, meeting agendas in collaboration with the SVP, Clinical Operations and VP, Nursing and Operations. Facilitates scheduling related to presentations education sessions, and assures minutes are completed in the appropriate format and completed and submitted within two weeks following each meeting.

DUTIES AND RESPONSIBILITIES:

Patient & Family Complaints and Grievances:

+ Responds promptly and courteously to customer (internal and external) complaints, grievances and requests. Responses to complainants must be completed in a timely manner in accordance with the complaint / grievance policy.

+ Employs active listening and de-escalation techniques during interactions with patients and families. Communicates what can be done before communicating what cannot be done.

+ Investigates complaints and grievances and works collaboratively with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement.

+ Composes letters, memos, etc., to patients, visitors, physicians, and hospital leadership as necessary ensuring grammatical accuracy and according to the terms of the complaint / grievance policy.

+ Communicates effectively with internal and external customers with respect to differences in cultures, values, beliefs, and ages.

+ Respects patient/customer privacy and confidentiality. Accepts responsibility and accountability for own actions with appropriate follow-through. Fulfills commitments.

+ Follows appropriate lines of communication to effectively resolve difficult patient / family / physician / staff situations.

+ Provides oversight of all steps related to the management of patient complaints, grievances, and compliments, such as the intake, investigation, resolution, and documentation and reporting of patient complaints in the incident reporting system (RL). Assures compliance with regulatory agencies and assures alignment and coordination of patient relations activities.

+ Applies “Just Culture” principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and visitors in collaboration with risk management.

+ Provides oversight of RL (incident reporting system) files related to patient feedback and assures compliance with policy and procedures that includes documentation of patient, family, and visitor concerns, complaints, and grievances: such as patient demographics, area or unit of the hospital involved, synopsis of the incident or concern, actions taken to resolve, and outcome, and enters into RL.

+ Consistently presents a positive attitude in working with internal and external customers.

+ Identifies complaints and compliments for compilation of confidential information regarding practice profiles for inclusion in physician files for OPPE and credentialing, and to comply with TJC and the Massachusetts BORM.

Human Rights Officer

+ Reviews all restraint episodes to assess compliance with standards including restraint form and client comment sheet and attend staff debriefing, when available, after restraint episodes

+ Addresses any issues presented by patients as a result of a restraint

+ Monitors extended use of restraint and seclusion for individual clients and follow through with clinical and/or administrative staff to address any concerns

+ Presents monthly/quarterly restraint and seclusion data to Q&S and other committees as required

+ Participates in efforts to reduce restraint and seclusion

+ Provides education and training to staff

+ Conducts groups for patients on patient rights and legal advocacy

+ Acts as a liaison between staff and the patient to resolve conflict to address any obstacles to treatment and attends treatment team meetings when necessary

Data Management, Program Planning & Evaluation

+ Develops an annual plan for improvement of patient relations, customer service and the patient experience, based on experience, data, scan of new and changing regulations and accreditation requirements.

+ Prepares a written summary of activities, and improvements and progress toward goals in patient relations, customer service and patient experience.

+ Analyzes complaint and grievance data on a monthly basis and in collaboration with risk management, validates data and the dashboard prior to distribution to key stakeholders.

+ Assists prepares/writes a monthly executive summary of patient complaints, grievances and compliments that serves as a cover sheet for the data/dashboard that displays the data. The data is prepared for a wide variety of audiences, including teams, committees, staff, physicians, managers, directors, lead leaders and board members, in collaboration with risk management.

EDUCATION AND RELATED EXPERIENCE:

Required:

+ Bachelor’s or Associate’s Degree in business, public health, behavioral science or related field required.

+ Five years of relevant experience in customer relations, patient relations or a clinical health care environment.

+ Excellent interpersonal skills, excellent written and oral communication skills, and ability to interact successfully with physicians, senior leaders, nurses clinical and non-clinical staff required.

+ Familiarity with de-escalation techniques

+ Ability to work under minimal supervision, ability to adapt quickly to changes within the work environment required.

+ Must be a team player and have proven success applying a team approach and ability to work in conjunction with medical staff and nursing leaders, and staff in a supportive way to troubleshoot and resolve issues. Is able to address difficult situations with tact and diplomacy.

+ Knowledge of healthcare environment and regulatory requirements regarding patient rights and management of patient compliant s and grievances preferred. Must be able to communicate patient and visitor rights and responsibility to patients, family members and staff.

Preferred:

+ Master’s Degree in business, public health, behavioral science or related field preferred.

+ Lean certification and experience preferred.