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Job Objective: A brief overview of the position.
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Supports the mission to continuously improve the quality and cost effectiveness of care by: 1) listening to patients, 2) advocating patient’s concerns, 3) facilitating change to meet the needs of our patients and 4) is proactive in problem solving to meet patient needs and expectations on an ongoing basis. Acts as liaison between patients and the organization’s administration, staff and physicians. Directs, monitors and coordinates the patient complaint management program, and intervenes to provide Risk Prevention as necessary. Supports Customer Service and Patient Satisfaction
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Reports to
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Patient Relations reports through the Nursing Division
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There is a cross-reporting relationship to the Patient Relations Department & Ambulatory Division
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Chief Nursing Officer/VP Patient Care Services
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VP of Ambulatory Division or designee
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Supervises
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N/A
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Ages of Patients
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Pediatric
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Adolescent
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Adult
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Geriatric
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Blood Borne Pathogens
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Minimal/No Potential
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Qualifications
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Education
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Required: High School diploma, GED or higher level degree
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Preferred: N/A
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Licensure/Certification
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Required: N/A
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Preferred: N/A
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Experience
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Required: Minimum five (5) years’ experience in customer service in a healthcare setting
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Preferred: N/A
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Essential Responsibilities
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Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
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Coordinates, investigates and resolves consumer grievances concerning the quality of care and services and, ADA complaints by providing a formal grievance mechanism for the organization. Acts as a liaison between patients, their families, community, physicians, and hospital staff. Monitors grievances. Navigates institutional “red tape” on behalf of the patient.
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Responds to patients, in writing, resolutions to the patient’s grievances in a timely manner.
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Coordinates efforts to collect, analyze, and evaluate consumer satisfaction data. Utilizes feedback to facilitate systems improvements to better meet the consumer’s needs. Reports and plans with the Vice-Presidents, CAO’s or Directors in developing improvement plans for departments and organization.
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Provides expertise on customer needs and expectations and acts to educate staff and physicians concerning these issues.
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Tracks complaint/compliment information through the MIDAS system, identifies trends, reports trends, potential patient safety issues, and potentially compensable events by coordinating with Risk Management when the incident rises to the level of possible litigation or financial mediation.
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Works closely with CAOs, Directors, staff and the Medical Staff to resolve complaints and concerns from our patients, family members, physicians, visitors, etc., in a systematic manner in coordination with Quality, Risk Management, Administration, the Patient Financial Services department and other department Directors that are involved in the resolution of the patient complaint/concern.
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Identifies potential compensable events and coordinates a strategy with Risk Management for possible resolution.
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Coordinates investigations regarding quality of care issues with the Quality Services department for possible peer review activities.
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Champions Patient Rights and Organizational Ethics. Provides assistance with implementation of Joint Commission Standards and/or State and Federal laws pertaining to Patients’ Rights, Advance Directives, and the Americans with Disabilities Act and/or ethical issues.
- Performs other duties as assigned.
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Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.
