The employee shall work well under pressure, meet multiple and sometimes competing deadlines; and the incumbent shall at all times demonstrate a cooperative behavior with colleagues and supervisors.
EDUCATION/TRAINING/EXPERIENCE:
To perform this job successfully, an individual must have a Bachelor's degree with an emphasis in healthcare, communications, or social work or obtain within 18 months of hire date. Must have at least two (2) years of experience in a healthcare related environment. Must be bilingual (English/Spanish).
LICENSURE/CERTIFICATIONS:
N/A
Responsibilities and Essential Functions:
- Indicates Essential Function
1 * Responsible for daily rounding on patients and staff in nursing units, ED, Flex Care, and other areas assigned.
2 * Coordinates and carries out a process for swiftly responding to patient concerns regarding care delivery and related processes or services.
3 * Represents and coordinates patients with complaints and inquiries to medical staff or other staff members when appropriate, and follow up to ensure conflict resolution and patient satisfaction.
4 Facilitates communication between patients and various key parties (e.g., family members, medical and administrative staff, regulatory bodies, chaplains, etc.) to resolve conflicts and issues in a way that benefits everyone involved. Coordinates patient/family grievances in collaboration with Risk Management.
5 Coordinates and leads patient/family councils. Information and data used to inspire the care experience process.
6 Builds a relationship with patients based on trust and confidence by ensuring patient complaints remain confidential.
7 Informs the Risk department of any unresolved complaints that could potentially result in legal action.
8 Provides guidance to managers and medical staff who foresee an issue arising, suggests strategies for resolving potential conflicts before they arise.
9 Identifies customer service areas/functions in need of improvement (e.g., billing statements, registration processes, etc.), and develops a plan for working with key stakeholders within Sierra View Medical Center and community to determine the best approach.
10 Consistently represents the values, standards, and mission of Sierra View Medical Center both on campus and through active involvement in the community.
11 Coordinates and facilitates the Complaints and Grievance process through the on-line reporting platform, with oversight from the Risk and Patient Safety Manager. Ensure elements of the program are compliant with CMS guidelines, including preparing and sending letters in a timely manner to those with formal grievances.
12 Be in attendance on site and arrive to work on time.
