Position Summary

Functions as a healthcare consumer advocate and liaison, interfacing with patients, families, associates and physicians. Effectively communicates patient/family/caregiver questions and concerns to appropriate associates, leaders, and/or physicians. Collaborates with and acts as a resource for the healthcare system associates in the coordination of responses to patients, families and visitors. Mediates the complaint and grievance process for prompt response and resolution. Creates and maintains documentation for complaints and grievances in accordance with regulatory guidelines. Rounds on patients/families daily to ensure a positive patient experience. Utilizes experience and judgment to autonomously determine resolution of complaints and grievances and Service Recovery. Maintains competencies as required related to the healthcare consumer advocacy role. Identifies obstacles to the delivery of excellent service and recommends formulation or revision of policies/procedures when needed. Explains policies and procedures to patients/families and guests and makes referrals to providers and services as needed. Assists with developing and sustaining an integrated Service Excellence culture by participating on organizational committees, work groups, and/or process improvement teams that improve patient/family experience. Demonstrates a professional image in all interactions with the healthcare team.

Minimum Requirements

Education

• Associate’s degree or 60 college semester credits

Experience

• Excellent computer experience particularly with Microsoft Office Suite
• Excellent communication (written and verbal) skills
• 3-5 years of customer service experience
• 1-2 years of healthcare-related experience

License/Registration/Certifications

• N/A

Preferred Requirements

Preferred Education

• N/A Bachelor’s degree in social work, sociology, psychology, communications, or other human relations discipline

Preferred Experience

• N/A

Preferred License/Registration/Certifications

• N/A

Core Job Responsibilities

• Serves as liaison and mediator for both internal and external parties when concerns and challenging situations arise.
• Compiles information for investigation, classifies concerns and grievances, determines appropriate follow-up actions, and facilitates resolution of event(s).
• Maintains timely and strictly confidential documentation.
• May provide leadership, coaching, and/or mentoring to a subordinate group.
• Develop, implement and participate in customer service and patient relations initiatives related to SRHS.
• Elevate any complaints or concerns that cannot be resolved to the Manager of GS or designee for further investigation.
• Assist patients, visitors and peers as necessary to ensure optimal experience. Round on patients and families as appropriate
• Participate in SRHS Grievance Committee Strong customer service skills/interpersonal interactions; ability to handle difficult situations and angry people calmly and constructively.
• Excellent critical thinking skills, including analysis, planning, organizing, and troubleshooting
• Performs other duties as assigned.
• May require hours outside of normal operation dependent on the situation and needs of the hospital.