Job Description

General Summary of Position Ensures that all patients, families and guests receive the best customer service experience by eliminating conflicts, offering coaching, and creating a consistent welcoming experience across all our entry points. Works collaboratively from a leadership level with all functional units, departments and clinics to resolve patient complaints and grievances. Ensures department compliance with The Joint Commission guidelines.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Researches and analyses customer grievances and complaints; and composes appropriate verbal and written responses to resolve their concerns amicably. Escalates to Director of Risk management when needed. Addresses lost belongings complaints as well.
• Escalates concerns for claims or serious safety events to the Medical Director of Quality, Risk and Safety.
• Identifies areas for improvement and provides/presents detailed recommendation and proposed action plans to Quality and Risk leadership.
• Monitors patient relations changes efforts and evaluate metrics.Reviews concerns with patients and families in patient areas, including outpatient settings, inpatient rooms, and the ED.
• Follows up directly with patients to ensure that issues have been resolved to their satisfaction.
• Performs periodic auditing of complaints and grievances to ensure MFSMC and CMS guidelines compliancy.
• Participates in local entity patient experience team meetings and other action committees.*
• Participates in meetings and on committees and represents the department and hospital in community outreach efforts
• Participates in multi-disciplinary quality and service improvement teams.
• Performs other duties as assigned.

Minimum Qualifications

Education

• Bachelor's degree in Business Management, Hospitality, Healthcare Administration, required or
• another related field required

Experience

• 1-2 years 2 years of progressively more responsible job-related experience, ideally in the areas of service excellence. Working knowledge of improvement processes. required

Licenses and Certifications

• DL NUMBER - Driver License, Valid and in State (DRLIC) Valid driver's license in the State of Maryland. required

Knowledge, Skills, and Abilities

• Verbal and written communication skills.
• Basic computer skills preferred.
• Fluency in Spanish a plus.

This position has a hiring range of $23.19 - $40.61 MedStar Health

Job Tags

Local area,

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