**Job Type:** Regular **Time Type:** Full time **Work Shift:** Day (United States of America) **FLSA Status:** Non-Exempt **When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.** **Job Description:** _Join Anna Jaques Hospital (AJH), a distinguished not-for-profit community hospital nestled in the picturesque coastal community of Newburyport, Massachusetts. Since 1884, AJH has been a cornerstone of healthcare excellence in the Merrimack Valley, North Shore, and Southern New Hampshire regions, renowned for our commitment to high-quality care and exceptional patient satisfaction. Located just 35 miles northeast of Boston, AJH offers the perfect blend of a supportive community hospital environment and the vast opportunities that come with being part of Beth Israel Lahey Health, one of the largest healthcare systems in the region. As a member of our team, you'll be part of a network of over 39,000 caregivers and staff dedicated to providing extraordinary care to more than 1.7 million people from 150+ cities and towns across Eastern Massachusetts and Southern New Hampshire. Discover a rewarding career at AJH, where you can make a meaningful impact within a close-knit community while advancing your professional growth within a thriving healthcare system._ **_Are you ready to become a part of our dynamic team?_** Responsibilities include but are not limited to: + Respond to feedback submitted by patients, family members and visitors. Resolve real time concerns using service recovery. Escalate as needed to the area manager(s). + Ability to address difficult, awkward situations with tact and diplomacy. + Excellent analytical skills, including analysis, planning, organizing, and troubleshooting. + Investigate and resolve complaints collaboratively with physicians, directors and managers of the involved areas. + Document patient, family, and visitor complaints and grievances in database. Task grievances to physician leaders, managers, and/or Risk Management and Patient Safety as appropriate for review. + Ensure that responses to grievances are complete and resolved in a timely manner in accordance with the grievance policy. + Compose letters, memos, etc. to patients and their representatives ensuring grammatical accuracy and according to the terms of the grievance policy. + Analyze complaint and grievance data on a routine basis. Work with the Manager, Patient Experience to identify systems related problems through patterns in the data. + Proactively round on patients to solicit real time feedback and attend to any non-clinical questions or concerns patients and their loved ones may have. Facilitate the communication of clinical questions or concerns to the appropriate care team member(s). + Lead Customer service training for staff ad hoc. + Participate in committees work groups and or process improvement teams that improve patient and customer satisfaction. + Perform other related duties incidental to the work described herein. **Scheduled Hours:** 40 hr/wk - M - F **Work Shift:** **Experience:** Three years of relevant experience in a health care or patient advocacy environment. Proficient in Windows-based operating software and systems. **Education Required:** Bachelor’s degree in behavioral science or healthcare related field. Associate’s degree with relevant work experience may be considered. Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred. **Benefits working at Anna Jaques Hospital:** + Tuition Reimbursement + Career Development and Opportunities + Free On-Site Parking + Discounts/Savings on various businesses. + Health and Wellness activities **Apply today and learn more** **As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.** **More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.** **Equal Opportunity** **Employer/Veterans/Disabled**