Job Abstract

Thank you for considering a career at Mercy Health

Serves as a liaison between the patient or patient representative and hospital medical staff to facilitate resolution of patient concerns.  Serves as the initial contact and central point for grievances.  Coordinates and accurately documents the investigation and resolution of organization specific complaints or grievances lodged by patients or patient representatives and communicates resolution to the patient.  Ensures compliance with complaint and grievance management regulations.  Reports program results to organization leadership.

Essential Functions:

• Documents complaints or grievances lodged by patients or patient representatives in the safety event database including the date of complaint, location, summary of issue, how the issue was addressed, date resolved and response to complainent, and name of the individual responding to the grievance.  Maintains complete, accurate and accessible minutes for ad hoc and core grievance committee meetings. Scans appropriate documents (e.g. written complaint letters) into the safety event database.
• Works with appropriate clinical and/or hospital leaders to facilitate appropriate resolution of complaints and grievances.  Inform patient and/or patient representative of resolution in writing within time frames established by hospital policy, accreditation standards, state and federal regulations.
• Collects, analyzes, and reports complaint and grievance data through the quality reporting structure of the organization to the facility Grievance Committee and other leaders as determined by policy and/or facility leadership.  Assists in the preparation of annual report to the Board of Trustees.
• Develops a consultative relationship with department leaders, medical staff chairs and others as needed to fully investigate and resolve complaints and grievances.
• Works with appropriate organizational leadership to ensure complaint and grievance process information provided to patients is kept up to date.
• Maintains proficiency in Windows based operating software/systems and in use of the event reporting database.  Uses excellent oral and written communication and presentation skills.
• Demonstrates excellent listening skills and diplomacy when interacting with patients, families, hospital and medical staff.  Uses discretion to limit involvement to only those individuals necessary to resolve the complaint or grievance.  Uses proactive and positive team approaches to resolve issues or accomplish goals.

Minimum Education and Qualifications:

• 4 year Bachelor's Degree Required
• Experience in a healthcare related field required
• Excellent verbal and written communication skills.  Good listener.  Able to handle difficult situations with tact and diplomacy.  Proficiency in Excel.  Strong organizational skills.  Self motivated and able to meet tight deadlines with little supervision.

Hours

Full-time, 40 hours per week, days

Mercy Health is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status

Scheduled Weekly Hours:

Work Shift:

Department:

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.