Employment Type:
Full time
Shift:
Day Shift
Description:
Under the direction of the Customer Experience Regional Director, is recipient of customer and family complaints, coordinates investigation and aids in resolution through closure. Serves as a consulting resource to leaders, physicians, and colleagues on matters related to the MercyOne experience. Supplies data summaries regarding the customer experience and provides areas of opportunity for improvements. Ensures that MercyOne is in compliance with grievance rules and regulations. Works in collaboration with Central Division Customer Experience Specialist as assigned.
Services as the Customer Advocate for the MercyOne Regional Health Ministry
Possesses knowledge of medical procedures and practices relating to patient care and hospital services
Receives customer and family complaints, coordinates the investigation, and facilitates problem solving
Creates, communicates, and distributes timely complaint/grievance reporting information to appropriate colleagues
Communicates with customers and families timely regarding complaints
Maintains records of complaints, documentation, grievance letters and resolutions
Communicates effectively and tactfully with colleagues and customers. Possess a good understanding of performance improvement, patient satisfaction and patient experience
Reviews patient satisfaction surveys for comments and follows up as directed
Assists departments in identifying opportunities to improve performance and eliminate future complaints. The ability to maintain a high standard of courtesy and cooperation in dealing with co-workers, customers and visitors, and a satisfactory job performance despite the stress of a healthcare environment
Adaptability to performing under stress when confronted with unusual situations in which speed or sustained attention are make or break aspect of the job
Adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
Schedule: Full Time Day Shift Monday-Friday
General Requirements:
Bachelor's Degree in Business Administration, Hospital Administration, Nursing, Hospitality, or other related field required
Equivalent combination of education and experience in lieu of degree
2 or more years of experience preferred
Our Commitment
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.