Overview
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Performs in a multi-faceted role as liaison between patients, family, administration, physicians, and staff to identify problems, obtain solutions and create avenues of communication. Functions as an advocate for patients in concert with the organization's patient rights.
EEO/AA/Disability/Veteran
Responsibilities
- 1. Acts as the point of contact for Patient Relations calls and emails, compiling a database of feedback.
- 2. Independently coordinates intake of patient complaints and grievances in line with system processes: This may include investigation, resolution, and written response to complainants in accordance with CMS guidelines, along with triaging the complaint to a Patient Experience Consultant for support in resolution.
- 3. Reviews patient survey returns to identify complaints and grievances through Press Ganey and follows up with patients per grievance policy.
- 4. Provides support for Patient Experience Process improvement initiative planning through collecting data of trending patient complaints and grievances.
- 5. Channels information about patient care problems to appropriate departments and services to support and make recommendations for changes in hospital procedures and policies. Collaborates with Patient Experience Consultants to roll-out education and process improvement initiatives to employees.
- 6. Utilizes data to Identify opportunities for improvement and communicates them to the appropriate managers to reinforce accountability for process improvement.
- 7. Supports the Service Recovery Program including but not limited to maintaining a database for usage, making enhancements to the process as needed and educating and reeducating staff regarding the use of Service Recovery to limit financial impact to Hospital.
- 8. Reinforces with all staff the commitment to maintaining patient confidentiality and responsiveness to personal needs.
- 9. Identifies any complaints or grievances with reference to litigation and refers them to the risk management coordinator and Director of Risk Management, Patient Safety & Quality Innovation.
- 10. Uses independent judgement and exercises discretion when interacting with and responding to patients and family members.
- 11. Meets performance expectations for Customer Service, Teamwork, Resource Utilization, and Staff and Self Development as outlined in performance review.
- 12. Promotes the establishment and maintenance of positive working relationships with hospital personnel in order to improve patient satisfaction and reduce complaints.
- 13. Meets all goals established for the year.
- 14. Performs other duties as assigned or directed to ensure smooth operation of the department/unit.
Qualifications
EDUCATION
Associates degree or equivalent with a focus in hospitality, service industry, social work, psychology, communications, or nursing preferred.
EXPERIENCE
At least four years of professional experience in the field of human services; or an equivalent combination of people-oriented experience and training. Previous experience as a patient advocate is critical. Knowledge of patient care, patient problems, and conflict resolution. Excellent human relation and oral/written communication skills.
SPECIAL SKILLS
Ability to use independent judgement, organize, and evaluate a patient relations program. Supervisory skills. Ability to establish and maintain effective working relationships with patients, other staff members, and the community. Microsoft Office experience is a benefit.
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