Customer Advocate

Trinity Health • Des Moines, IA

1d • Onsite

About The Position

Under the direction of the Customer Experience Regional Director, the Customer Advocate receives customer and family complaints, coordinates investigations, and aids in resolution through closure. This role serves as a consulting resource to leaders, physicians, and colleagues on matters related to the MercyOne experience. The Customer Advocate supplies data summaries regarding the customer experience and identifies areas of opportunity for improvements. They ensure that MercyOne is in compliance with grievance rules and regulations and works in collaboration with the Central Division Customer Experience Specialist as assigned. The Customer Advocate is the primary point of contact for the MercyOne Regional Health Ministry, possessing knowledge of medical procedures and practices relating to patient care and hospital services. Key functions include receiving and coordinating the investigation of customer and family complaints, facilitating problem-solving, and creating, communicating, and distributing timely complaint/grievance reporting information. The role involves timely communication with customers and families regarding complaints, maintaining records of complaints, documentation, grievance letters, and resolutions. Effective and tactful communication with colleagues and customers is essential, along with a strong understanding of performance improvement, patient satisfaction, and patient experience. The Customer Advocate reviews patient satisfaction surveys for comments and follows up as directed, assisting departments in identifying opportunities to improve performance and eliminate future complaints. The role requires maintaining a high standard of courtesy and cooperation, adaptability to performing under stress, and the ability to perform a variety of duties with efficiency and composure.

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

Responsibilities

• Serves 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level