Job Description

Provides direction and guidance to the Patient & Customer Experience Assistants. Investigates, facilitates and/or resolves a variety of complaints from patients, families and visitors. Assists in interpreting and ensuring Hospital adherence to the Patient's Bill of Rights as required by law. Performs general clerical, data entry and statistical reports for the department.

Job Responsibility

•Assists leadership to ensure seamless flow of patients and visitors through main lobby and other points of entry into the hospital.
•Works with supervisor and leadership on resolution of day-to-day work; majority of work is self-directed; receives instruction on new assignments. 
•Completes moderately complex, non-standardized and widely varied assignments that require an ability to recognize the need to occasionally deviate from accepted practices and/or established assignments.
•Serves as a functional mentor. Makes routine and non-routine decisions with some latitude, but still subject to approval from supervisor and leadership.
•May provide skills training and direction to new team members within own department.    
•Investigates and collects patient information regarding a variety of complaints or grievances from patients, families, and visitors.
•Interacts with all levels of Hospital management to provide assistance in the resolution of found complaints.
•Provides and maintains monthly statistical reports regarding these complaints and recommends policy or procedure changes to resolve issues.
•Interprets the Patient's Bill of Rights and other policies and procedures of the Hospital system; ensures adherence to these policies.
•Communicates pertinent Hospital information to patients, family and staff.
•Ensures Hospital adherence to Patient's Bill of Rights, as required by law.
•Processes reports and correspondence; prepares reports involving patient complaints, maintains patient complaint statistics and meets with management to discuss necessary action; keeps management informed of actions and results.
•Updates Service and Quality boards and distribute newsletters.
•Reports satisfaction data and represents Guest Services at meetings.
•Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

•Associate's Degree required, or equivalent combination of education and related experience.
•3-5 years of relevant experience, required.

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).