About The Position
The Patient Experience Officer investigates, resolves, documents and reports organization-specific patient and visitor complaints and concerns to leadership and staff. The Patient Experience Officer collaborates with departmental leaders to ensure resolution of concerns presented by patients, families, visitors, or other representatives of the patient. The Patient Experience Officer actively participates in the development and implementation of customer service and patient relations initiatives related to the facility’s mission and goals.
Requirements
- Bachelors degree in Psychology, Social Work or related field.
- 1 to 3 years' experience in a behavioral health facility preferred.
- CPR certification and successful completion of Crisis Prevention Intervention (CPI) training.
- CPI Training may be obtained during new hire orientation.
- A strong knowledge of The Joint Commission, HCFA, OSHA regulations, and patient rights standards and all other applicable federal and state laws and regulations governing mental health care facilities.
Responsibilities
- Meets with patients at admission and discharge.
- Facilitates resolution of complaints/grievances/requests by patients and visitors in accordance with legal and regulatory requirements.
- Maintains tracking system in accordance with organizational policy and regulatory requirements.
- Collaborates with unit and facility leadership to meet customer service and clinical quality outcomes for the service.
- Identify systems related problems via patient/visitor data and work collaboratively with staff to resolve them.
- Conduct ongoing analysis and trending complaints and grievances and reports through appropriate committee structure.
- Participate in committees, work groups, and/or process improvement teams that improve customer satisfaction.
- Regular attendance of work schedules is required to meet the needs of our patients and ensure adequate coverage and quality of care.
- Under guidance from the department director, accountable for compliance with all pertinent accrediting agency standards, and local, state, and federal regulations.
- Accountable for taking a role in maintaining the skills and qualifications necessary to provide or support quality care, including attendance at company-wide educational programs.
- Responsible for submitting accurate time and attendance records and following proper procedures for reporting and making corrections to attendance records.
- Responsible for harmonious interactions with coworkers and customers, including patients, family members, vendors, and the general public.
- Upon employment, all employees are required to fully comply with Via Linda Behavioral Hospital’s policies and procedures.
- Improves patient experience through positive interactions on a daily basis.
- Interfaces with department lead were patient experience processes breakdown.
- Collaborates with partners at other locations who have patient experience officers for best practice adoption.
- Oversee patient satisfaction, return rates, and process.
- Adhere to facility, department and Corporate Personnel Policies and Procedures.
- Attend all mandatory facility in-services and staff development activities as scheduled.
- Adhere to facility standards concerning conduct, dress, attendance and punctuality.
- Support facility-wide quality/performance improvement goals and objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
