Patient and Visitor Complaints and Grievances Coordinator

Provides support for all components of the system-wide Patient and Visitor Quality and Experience program incorporating High Reliability principles and assistance of the Patient and Visitor Experience staff. Actively participates in the development, implementation, coordination, and monitoring of department policies, procedures, and initiatives to continually improve the timely and effective response to patient and visitor complaints and grievances. Advocates for and nurtures a system – wide culture of safety for patients, workforce members, providers, and visitors through direct interaction.

Essential Responsibilities

• Supports the daily operations of the Patient and Visitor Experience team, including process improvement, staff development, monitoring departmental feedback and tracking ongoing department resolution efforts and metrics. Assists with development, coordination, and implementation of standardized policies, procedures, practices, and standards system-wide.
• Actively participates in the development, implementation, coordination, and monitoring of patient and visitor complaints and grievances, where bill waivers and/or reimbursement are available resolutions.
• Advocates for and nurtures a system – wide culture of safety for patients, workforce members, providers, and visitors through direct interaction.
• Maintains and provides metrics on the volume, handling, status, and resolution of all patient and visitor complaints and grievances to system and hospital leaders.
• Promotes High Reliability both within the department, division, and across the system by actively participating in system initiatives driving high reliability.
• Actively participates in grievance resolution following company policies and departmental processes up to and including completion and mailing of grievance communications with complainants.

General Responsibilities

• Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the area. Assists in developing effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
• Supports annual goals and objectives for the department that support the missions and objectives of OUH.
• Supports the Admin Manager of Complaints and Grievances by escalating poor behavior and practices performed by staff to ensure patient safety and accountability. Ensures that assigned employees receive opportunities to further their knowledge.

Minimum Qualifications

Education

• Requires a bachelor's degree in healthcare or healthcare related field.

Experience

• Must have at least 3 years of experience in a healthcare position that provided direct patient and family interactions

Certification

• None required at time of hire, Certified Professional in Patient Safety (CPPS), Certified Professional in Health Care Risk Management (CPHRM) or similar preferred. Completion of Certified Professional in Patient Safety (CPPS) or Certified Professional in Health Care Risk Management (CPHRM) within first year of hire.

Knowledge, Skills and Abilities

• Strong ability to review patient medical records
• Skills and knowledge in service recovery and escalation techniques
• Must have proficient skills in written communication
• Strong presentation and written communication skills
• Excellent interpersonal skills with the ability to effectively work collaboratively with all groups of people including leadership
• Demonstrated knowledge of patient safety principles.
• Proficient with MS Office products.
• Strong analytical, decision making, critical thinking and problem-solving skills.
• Able to work in a challenging, varied, and fast paced environment with multiple high priority deliverables