Employment Type:Full timeShift:

Description:

Position Highlights:

Competitive salaryBenefits – Medical, Dental & Vision, PTO, Free Parking, Metro Access, Tuition Reimbursement, 403(b)Quality of Life: Flexible work schedulesAdvancement: Career growth opportunitiesLocation: Holy Cross Health has two hospitals and four healthcare centers all a short driving distance from Washington DC and Baltimore, MD

Description:

Serves as a liaison between patients and visitors and Holy Cross Hospital leadership, functioning as the "face" of Holy Cross Hospital's Service Recovery in the moment and in coordinating appropriate and timely follow-up from individual department leaders with a single organizational reply.

Responsibilities:

Assists managers with identification and investigation of service quality issues.Responsible for the day-to-day support of the organization's goal to create a culture of exceptional service. Responds to and manages complaints/concerns and written grievances regarding care experiences in collaboration with Risk Management under all federal, state, and accrediting body regulatory guidelines.Documents all complaints, concerns, and grievances regardless of how complaint was lodged (letter, email, phone call, in-person, social media, etc.) in appropriate system.Escalates complaint and grievance concerns to Director, Patient Relations, hospital leadership, and Risk Management as appropriate.Provides a professionally written response to all grievances, tailored to address specific details as described in the complaint or grievance.Follows procedures for complaint management as outlined in the Complaint and Grievance Policy, following all federal, state, and accrediting body regulatory guidelines.Actively participates in the development of action plans and programs designed to improve customer experiences.Actively participates in the implementation of improvement programs and provides guidance and feedback on whether or not those programs are having the intended impact.

What you will need:

Required:

Bachelor’s degree in Business, Health Sciences, or related discipline.Minimum of five years of experience in a hospital setting.Excellent verbal, written communication, and customer service skills.Strong interpersonal skills to communicate with and interact effectively with employees, staff, management and administration.Ability to act in an assertive, though diplomatic matter.Must have strong negotiating skills.Experience in leading teams or groups and/or working in a multi-disciplinary environment.Ability to demonstrate technical skills in collecting, analyzing, and presenting information.Ability to employ data oriented software (e.g. Word, Excel, Power Point, MIDAS+)

Pay Range: $29.86 - $43.34

Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.

About us:

Holy Cross Health is a Catholic, not-for-profit health system that serves more than 240,000 individuals each year from Maryland's two largest counties — Montgomery and Prince George's counties. Holy Cross Health earns numerous national awards, clinical designations and accreditations across a wide range of specialties for providing innovative, high-quality health care services.

Holy Cross Health is an Equal Employment Opportunity (EEO) employer. 

Qualified applicants are considered for employment without regard to Minority/Females/disabled/Veteran (M/F/D/V) status.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.