POSITION STANDARDS Bachelor’s degree (preferred) in a healthcare related field and 3 years of experience in a patient/customer oriented position OR 5 years of experience with progressive growth and solid record of very good to excellent performance in a healthcare setting. Strong negotiation and communication skills with the ability to work independently required. Ability to handle confidential material with maturity, sensitivity and discretion. High impact communication: excellent oral and written communication skills, including ability to listen, empathize, de-escalate and critically think through issues and potential solutions. Excellent interpersonal skills to include working with external parties, providers and families. Social perceptiveness necessary. Learning and teaching strategies for ongoing service recovery skill building. Ability to work with minimal supervision and maintain a high degree of communication of current work activity with supervisors. Excellent self-control and negotiation skills to effectively manage difficult situations and persons. Adaptability with a high tolerance for ambiguous work situations. POSITION PHYSICAL REQUIREMENTS Anything listed here requires a pre-employment physical by Employee Health to determine if the employee is capable of meeting the requirements. Physical Activity: Upper Extremity: Push/Pull/Lift/Carry: PART TWO: FUNCTIONAL RESPONSIBILITY

 

Position Objective In partnership with hospital leaders manages feedback to include: compliments, complaints and grievances from initial point of contact, through appropriate documentation, investigation and resolution. Requires excellent active listening skills, empathic responsiveness, critical thinking, problem-solving and conflict resolution.  Demonstrates discretion with information sharing.  Responsible for reviewing data trends and reporting results to appropriate departmental, divisional or senior leaders. Facilitates interdepartmental collaboration to achieve improvement initiatives. Successful individuals in this positon require a high degree of emotional intelligence, boundary setting and emotional maturity. Frequently required to discuss complex situations and facilitate family meetings. Serves as a mediator between patient and family and APD leaders. Works in collaborative partnership with the Quality and Patient Safety, Office of the CEO, Nursing Leadership, Risk Management, Legal and Patient Financial Services.

 

Performance Expectation Facilitate appropriate, timely response to patient and family feedback and complaints as per policy in keeping with statutory and regulatory requirements. Collaborates with individuals and/or departments by coordinating efforts to research information aimed at resolving complaints and grievances for patients and or their designated representatives in a timely and efficient way. Identifies improvement opportunities that can be used to improve satisfaction. Maintains database for tracking and trending complaints and grievances. Compiles data for analysis; identifying areas of opportunity to improve patient experiences. Develops and oversees a data driven program collecting, tracking and analyzing patient experience trends for optimizing patient experience outcomes. Generates statistical data and feedback regarding trending of complaints and grievances to leadership, as well as specific departments. Lead or partner in quality improvement efforts supported by data to effect change and to support enhancement of patient experience. Supports efforts with leaders and staff to gain awareness of patient perception of APD experience and implementation of effective strategies to improve perception of care. Ability to present information related to the patient experience as requested. Provides staff education in areas related to patient relations including: patient needs and expectations, patient rights and responding to patient complaints and grievances to build and sustain a patient-customer focused culture. Defines required values and behaviors related to patient experience that promote a culture of service excellence and culture of Diversity, Inclusion, Equity and Belonging. Collaborates with external experts to implement evidence-bases service excellence tools and processes Advocates for patients and families, along with the appropriate individuals who can impact the experience. Lead or partner in the development of innovative patient and family care innovation projects. Works closely with the Quality and Patient Safety and the Risk Management Departments in response to and resolution of issues that represent potential liability, or claims of malpractice or negligence. Assists with the development of/revision of policies, procedures and guidelines related to Patient Relations, Patient Rights and Complaint and Grievance resolution. Works in a collaborative and professional manner with providers and/or other staff members. Represents Patient Relations on designated committees or task forces. Co-leads the Patient and Family Advisory Council(s). Ability to link Patient Satisfaction to Employee Satisfaction, Employee and Provider Turnover and burnout in collaboration with HR, Employee wellness, and leadership. Performs other duties as required or assigned.