Patient Relations Rep. Medical Group

Honorhealth • Scottsdale, AZ

284d

About The Position

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let's go beyond expectations and transform healthcare together. HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With more than 16,000 team members, 4,000+ affiliated providers and over 1,100 volunteers, HonorHealth seamlessly blends collaborative care and approachable expertise to improve health and well-being. People often say care feels different here -- because it does. Learn more at HonorHealth.com.

Requirements

• High School Diploma or GED Required.
• 2 years experience in a customer advocate/customer relations or related position.
• Conflict resolution /de-escalation experience Required.

Responsibilities

• Implement and manage effective systems and processes for capturing, documenting, and responding to patient complaints and formal grievances.
• Promote an active process to allow patients to voice concerns and complaints.
• Receive complaints and concerns from staff, patients, families, and others.
• Lead the facility's Service Recovery process using established service recovery tools to actively resolve patient/customer concerns quickly and fairly.
• Serve as a resource and coach to hospital leaders and employees on how to resolve specific complaints.
• Investigate and support patient complaint resolutions in a timely manner.
• Document complaints into the MIDAS system; educate staff on documentation requirements.
• Manage the formal patient grievance process ensuring compliance with Federal and State laws.
• Input documentation into the MIDAS system following department standards.
• Investigate, resolve and document patient grievances and escalate concerns to appropriate administrators.
• Manage the timely written response to grievances.
• Educate patients about their grievance process rights.
• Provide grievance data to the organization's continuous improvement efforts.
• Provide patient survey feedback and collaborate on best approaches for resolving issues.
• Share information received from patients' comments during surveys and rounds.
• Role model Go Beyond Service Behaviors.
• Attend nursing huddles and other campus meetings designed for the prevention of patient complaints/grievances.
• Support the campus patient/family councils for experience improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED