Support the mission of The Christ Hospital Health Network to be the leading hospital in our region providing the finest experience in personalized healthcare. Provides the oversight, review and documentation of required responses to patient and visitor complaints and grievances.

Represents the hospital in the response to patient and visitor letters, requests, compliments, complaints, and grievances. Ensures compliance with regulatory guidelines pertaining to the handling of formal patient/family grievances.

• First line of response in addressing concerns sent to TCHHN via letters, emails, phone calls and in person.

• Conduct crucial, probing conversations to gather all the needed information for resolution/escalation of patient/guest feedback.

• De-escalate agitated individuals by demonstrating active listening and empathy throughout follow-up

• Demonstrate exceptional communication skills to work with staff and physicians on resolving any issues arise during patient hospital visit while they are in-house.

• Use critical thinking skills to classify the complaint for appropriate follow up

• Enter all the necessary information into Midas, track progress of the investigation, and communicate with leaders regarding appropriate steps.

• Write and send the response and resolution letters for any grievances, to ensure compliance with CMS and Joint Commission regulations regarding appropriate follow up.

• Discern when an issue requires immediate elevation to senior leadership

• Watch for trends and notify the appropriate leadership when noticed

• Run necessary reports when regulatory body is onsite for a survey

The department is responsible for processes to meet regulatory requirements and measure, monitor, and support the critical success factor of improving patient experience. This position provides support of both processes.

Represent the department as part of the behavioral health client advocate team

Completes other tasks as assigned: lost belongings, incoming calls etc.

EDUCATION:

Bachelors degree preferred, commensurate experience will be considered

YEARS OF EXPERIENCE:

REQUIRED SKILLS AND KNOWLEDGE:

Strong interpersonal skills mandatory. Exceptional communication skills, both written and verbal. Excellent active listening skills. Dynamic Computer skills including MS Office mandatory. Experience with receiving and resolving patient/customer complaints and grievances preferred.

LICENSES REGISTRATIONS &/or CERTIFICATIONS :

Other Credentials Required or Preferred: none