Summary:

Acts as a liaison between consumers of health care services and the organization?s administration, staff, and physician. This includes identifying patient needs and expectations, assisting patient/family, documenting patient/family concerns and helping establish a caring environment for the whole person. Coordinates, monitors, and evaluates information involving patient satisfaction.

Responsibilities:

• Coordinates, investigates, and resolves consumer grievances concerning the quality of care and services by providing a formal grievance mechanism for the organization.
• Manages crisis situations, focuses on the well-being of the patient/family and stabilizes the crisis event.
• Assumes responsibility, in partnership with Customer Service, for customer complaints and Code Purple.
• Maintain close collaboration with Regulatory Compliance Coordinator to assure compliance with JCAHO and other regulatory standards
• Participates in staff training with regard to Patient Rights and Responsibilities and service recovery through New Staff General Orientation and New Manager Orientation.
• Plays crucial role with Quality Resource Management by reviewing systems and services from the patient/customer perspective.
• Provides leadership and/or consultation to committees that impact on consumer needs and respect for patients? rights. Participates on other committees as indicated or appropriate.
• Participates in mission projects and special holidays when requested and/or as the need arises.
• Communicates patient-focused issues with clarity and skill. Involves all interested parties. Develops a personal rapport with patients, families, and all healthcare.
• Reviews and disseminates returned surveys via website and refers identified patient issues for follow-up as appropriate.
• Generates scores and trends to Senior Leadership Team, Regional Management Team, and Customer Service Councils.
• Analyzes data and assists departments with interpretation.
• Identifies opportunities for improvement based on patient satisfaction results
• Healthstream (HLC) modules completed by assigned date.
• Complete Associate Self-evaluation and give to Supervisor by assigned date.
• Attend 2 of the Associate Round Tables per fiscal year
• Maintain licensure or certification without lapse, if required for the position.
• eMaintain BLS/ACLS certification, if required for the position.

Requirements:

Education/Skills

• High school diploma or equivalent

Work Type:

Full Time

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About CHRISTUS Health

CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.

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