Patient Grievance Case Management

Oregon Health & Science University•Portland, OR

4d•Hybrid

About The Position

The Patient Grievance Case Management (GCM) position is responsible for the acknowledgement, facilitating investigation, follow-up, resolution, and documentation of patient complaints, grievances, concerns, and inquiries across all OHSU sites of care. They serve as an objective, person-centered partner for all parties involved in the complaint and grievance process — patients, families, and care team members alike. Rather than functioning as an advocate for any single party, this role is grounded in fairness, active listening, and a genuine commitment to understanding every perspective. The Case Manager works to ensure that each person involved feels heard, respected, and supported throughout the resolution process. Central to this role is the management of OHSU's formal complaint and grievance process. This includes receiving and documenting concerns through multiple channels, conducting thorough and impartial investigations, coordinating with clinical and administrative staff, and delivering timely written responses that meet departmental standards and Federal and State regulatory requirements. The Case Manager tracks and documents all activity within the complaint management system to support organizational reporting and quality improvement efforts. This is a demanding role that requires a high degree of professionalism and personal resilience. The work calls for exceptional organizational skills to manage multiple cases simultaneously, strong written and verbal communication to convey findings clearly and compassionately, and the emotional intelligence to navigate sensitive and often distressing situations with calm and care. Active listening, empathy, diplomacy, and the ability to remain objective under pressure are essential to performing this work effectively.

Requirements

Master's in social work, Counseling, Health Advocacy or similar academic preparation in HC related field
3 years relevant clinical or social work experience, including conflict resolution and mediation skills.
Exhibits a friendly and outgoing demeanor
Demonstrates high-quality customer service to both external customers (patients) and internal customers (OHSU healthcare providers and staff)
Demonstrates critical thinking and problem-solving skills
Ability to manage and perform multiple tasks under conditions of fluctuating workloads, competing priorities, and changing deadlines
Knowledge and demonstrated skill in the application of group dynamics collaboration, behavioral management, setting boundaries respectfully and explaining policies and procedures to individuals at various education levels.
Ability to work independently and follow through on assignments with minimal direction
Knowledge of continuous quality improvement processes and tools
Possesses excellent interpersonal, written, and oral communication skills
Demonstrated experience in cultivating and fostering working relationships internally and externally
Basic understanding of statistical and data analysis
Strong understanding of HIPAA laws around privacy and confidentiality, with a demonstrated ability to manage sensitive information
Ability to listen to or read a narrative then summarize and restate the main issues objectively, concisely, and without bias

Nice To Haves

Experience in healthcare administration
Knowledge of SharePoint
Knowledge of Epic
Knowledge in RLDatix

Responsibilities

Receives, investigates, and facilitates resolution of concerns brought by patients, families, and staff, serving as an objective and supportive partner for all parties involved.
Gathers facts and facilitates or implements resolutions in a manner that is respectful, diplomatic, and consistent with OHSU standards of practice and Federal and State regulatory requirements.
Practices with a high degree of independence, consulting and collaborating with the department leader on significant issues such as sentinel events, matters of policy, and complex grievances.
Provides written responses to patient grievances in accordance with departmental standards, OHSU policy, and regulatory requirements.
Documents all complaints, grievances, and resolutions in the department complaint management system to support reporting and quality improvement trending.
Responds to questions and inquiries regarding OHSU policies and procedures, regulatory requirements, and State and Federal law as they relate to patient rights, responsibilities, and safety.
Serves as a knowledgeable resource and supportive contact for all members of the healthcare workforce on matters related to patient rights.
Acts as an internal liaison to internal partners as needed to support patients and the OHSU workforce.
Engages with officials from community, State, or Federal agencies as circumstances require.
Provides staff education and training as assigned by the department leader, including through venues such as New Employee Orientation and departmental presentations.
Assists the department leader in the evaluation, revision, and creation of OHSU policies and procedures related to Patient Relations activities, including participation in and support of compliance with State and Federally regulated patient-care policies.
Participates in committees, outreach, and community assignments as directed by the department leader.