Performs and supports the overall patient/family compliment, complaint and/or grievance process, including intake, processing, and resolution. Advocates for patients and families with expressed needs. Facilitates communication between patients/families and hospital staff. Explains hospital policies and procedures to patients and families. Visits patients and families proactively and for service recovery. ESSENTIAL FUNCTIONS: Coordination Performs and supports the day-to-day intake, processing, a...
Summary
JOB SUMMARY: Performs and supports the overall patient/family compliment, complaint and/or grievance process, including intake, processing, and resolution. Advocates for patients and families with expressed needs. Facilitates communication between patients/families and hospital staff. Explains hospital policies and procedures to patients and families. Visits patients and families proactively and for service recovery.
ESSENTIAL FUNCTIONS:
Coordination Performs and supports the day-to-day intake, processing, and resolution of patient and/or family compliments, complaints and grievances.
Analysis Uses databases appropriately to support tracking and trending of complaint and grievance data, and to document other initiatives.
Actively represents the needs of patients and families to the Hospital. Communicates policies and procedures to patients and families.
Communication Serves as a representative for the Hospital in interactions with patients, families and the community.
Education and Coaching Supports training and education for hospital staff regarding service recovery and complaint and grievance reduction strategies.
REQUIREMENTS: Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field. Experience - 3-5 years.
Additional Information
As one of the largest health care providers in Maryland, with 13,000 team members, We strive toCARE BRAVELYfor over 1 million patients annually. LifeBridge Health includes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.
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