**About Us** Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: + We serve faithfully by doing what's right with a joyful heart. + We never settle by constantly striving for better. + We are in it together by supporting one another and those we serve. + We make an impact by taking initiative and delivering exceptional experience. **Benefits** Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: + Eligibility on day 1 for all benefits + Dollar-for-dollar 401(k) match, up to 5% + Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more + Immediate access to time off benefits At Baylor Scott & White Health, your well-being is our top priority. Note: Benefits may vary based on position type and/or level **Job Summary** Provides support to Patient Relations and administrative Legal Department and Risk Management. **Essential Functions of the Role** PATIENT RELATIONS: PROVIDES SUPPORT FOR PATIENT RELATIONS. + Serves as a centralized point-of-contact for receiving incoming phone calls, visits and correspondence concerning complaints. + Upon notification of a complaint, accurately enter information in the database promptly. This ensures data is complete and current when accessed. Update information in the database throughout the patient complaint resolution process. + Visits with patients or family members regarding concerns. Documents complaints by listening and noting details. Calculates what resolution is sought. Notifies staff immediately for resolution. If unresolved, begin the formal complaint and review process. + Uses effective methods to serve as a liaison between patients, families, departments, leadership, and physicians for timely issue resolution. + Coordinates the review of patient concerns and provides support for optimal outcomes in complaints. Maintains contact with the complainant to ensure timely grievance resolution and service recovery. + Prepares confidential correspondence and documents ensuring grammatical accuracy, professionalism and compliance terms with the grievance policy. + Maintains patient and family confidence by keeping complaint information confidential. + Demonstrates proper use of communication tools for effective communication. Understands how patient cultures affect communication, collaboration, and care. + Rounds on the patient floors to visit with staff and patients to address any concerns. + Works with staff to find process improvement opportunities. Reports that information to the Legal/Risk Management Department. Is instrumental in facilitating process improvement initiatives. PROVIDES ADMINISTRATIVE LIAISON SUPPORT FOR LEGAL AND RISK MANAGEMENT DEPARTMENTS. + Triage questions from staff and forwards to the appropriate staff in the Legal/Risk Management Department. + Accurately and quickly edits and types various confidential documents. Effectively composes routine correspondence, forms, and charts. + Exercises initiative and judgment in responding to client problems or complaints. Responds promptly, courteously, and appropriately. If unable to assist, refers to the appropriate party or department. Follows up to ensure problem resolution. MAINTAINS CONFIDENTIALITY AT ALL TIMES AND ONLY SHARES INFORMATION ON A NEED TO KNOW BASIS. + Maintains information to properly manage risk within the Baylor Scott & White organization in a confidential secure manner. + Accurately maintains the Legal/Risk Management database. This includes Patient Relations and Risk Management. Ensures data is complete and current when accessed. + Coordinates with the Legal/Risk Management Department on termination files to ensure accuracy and efficient retrieval. + Coordinates with the Legal/Risk Management Department on consent questions to ensure accuracy and consistency throughout the institution. POTENTIALLY COMPENSABLE EVENTS (PCE's): COLLECTS, SECURES, HANDLES ACCOUNTS SPECIALLY, AND REPORTS INCIDENT DATA TO ENSURE ACCURATE DATA FOR POTENTIAL LITIGATION. + Gathers data related to incidents and forwards the information to the PCE Manager for handling. + Ensure medical records, patient billing, incident reports, and medical examiner's reports are accurate and secure. + Ensures special handling and coding of accounts as applicable in an expeditious manner. **Key Success Factors** + Minimum of Associates Degree preferred; however, will consider equivalent work experience to or greater than degree requirement or equivalent certification. **Belonging Statement** We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve. **QUALIFICATIONS** + EDUCATION - Associate's or 2 years of work experience above the minimum qualification + EXPERIENCE - 1 Year of Experience As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.