Responsible for managing patient complaints and concerns including resolution of patient concerns, developing new and updating existing processes based on patient feedback, reinforcing our service standards and service recovery through training and communication, and collaborating with risk and compliance to escalate complaints where appropriate.

Major Responsibilities:

Manages and resolves all patient issues and concerns expeditiously in collaboration with site leaders and team members and the patient.Monitors patient feedback from real-time surveys, social media and other sources daily to ensure timely response and resolution.Assists departments with identifying patient feedback trends and developing process improvement plans to address recurring patient concerns.Identifies service issues that could be improved system-wide and works with system-wide team to develop solutions.Collaborates with risk and legal on patient grievances for resolution.Collaborates with and informs the patient experience leaders of complaint/concern trends and opportunities for process improvement and/or staff training and education.Leads service recovery effort with continuous staff training on service recovery and communication skills.Ensures culture of patient centered care is developed with new team members through new team member training and orientation at the sites.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

Bachelor's Degree in Health Care Administration, orBachelor's Degree in Business, orBachelor's Degree in Communications or related field.

Experience Required:

Typically requires 7 years of experience in implementation of large scale change initiatives or health care service management.

Knowledge, Skills & Abilities Required:

Excellent customer service skills.Has an understanding of healthcare and patient experienceStrong creative problem solving skills.Demonstrated ability to manage multiple prioritiesHas an understanding of and is comfortable with meeting technology including Zoom and Teams.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.