Registered Nurse Ci

State of Maryland • Baltimore County, MD

6d • Onsite

About The Position

Spring Grove Hospital Center is the largest psychiatric hospital operated by the State of Maryland, with 377 beds. We are located in Catonsville, previously named by Money Magazine as one of the best places to live! Convenient to DC. Baltimore and BWI airport, our 180-acre wooded campus feels more like a college setting. Our mission is to provide quality mental health services to patients from across the State. We offer competitive salaries and a comprehensive health benefits package, 11 paid holidays and 6 personal days annually, pension and retirement savings plans, training opportunities, free onsite parking and much more! Join our team and be a part of the change! GRADE 20 LOCATION OF POSITION MDH Spring Grove Hospital Center Catonsville, MD 21228 The Service Excellence Coordinator is responsible for coordinating and overseeing grievance management, patient rights–related service concerns, and service recovery activities at Spring Grove Hospital Center. The position ensures timely, accurate handling of patient complaints, grievances, and compliments; promotes rights based, trauma informed communication; and prepares defensible documentation and reports that support CMS, Joint Commission, OHCQ, and MDH requirements. The Coordinator collaborates with the Patient Rights Office, QAPI, Risk Management, and clinical leaders to reduce regulatory and legal risk, strengthen patient trust, and improve staff satisfaction through clearer communication and service related processes.

Requirements

• Determined by the Maryland State Board of Nursing under the licensing requirements for Registered Nurses.
• None.
• The selected candidate must have at least one year or more of experience in quality assurance, patient experience, or performance improvement activities within a healthcare setting that involved investigating and resolving patient or family concerns.
• Candidates for positions in this classification must possess a current license as a Registered Nurse from the Maryland State Board of Nursing, 4140 Patterson Avenue, Baltimore, Maryland 21215 or possess a current multi-state license in party states that candidates have declared as primary states of residence.
• Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
• Employees in this classification may be required to successfully complete and maintain current certification of cardiopulmonary resuscitation training.
• Employees in this classification are subject to call-in and, therefore, will be required to provide the facility with a phone number at which they can be reached.
• Employees in this classification are subject to substance abuse testing in accordance with Code of Maryland Regulations 17.04.09, Testing for Illegal Use of Drugs.

Nice To Haves

• Experience working in a behavioral health or inpatient psychiatric setting, including direct contact with distressed or escalated patients and families.
• Experience coaching or educating clinical and support staff on service excellence, trauma-informed communication, de-escalation, or patient rights.

Responsibilities

• Coordinating and overseeing grievance management
• Overseeing patient rights–related service concerns
• Overseeing service recovery activities
• Ensuring timely, accurate handling of patient complaints, grievances, and compliments
• Promoting rights based, trauma informed communication
• Preparing defensible documentation and reports that support CMS, Joint Commission, OHCQ, and MDH requirements
• Collaborating with the Patient Rights Office, QAPI, Risk Management, and clinical leaders to reduce regulatory and legal risk, strengthen patient trust, and improve staff satisfaction through clearer communication and service related processes.

Benefits

• Meaningful Work
• Excellent Health Benefits Package, including Medical, Vision, Prescription and Dental
• Flexible Spending Accounts (Reduced Child and Health Care)
• Generous Leave Benefits (6 Personal Days, 12 Regular Holidays, Annual Leave, 15 Sick Days)
• Retirement
• Paid Parental Leave
• Flexible Work Schedules (where applicable)
• Free Mass Transit (Baltimore metro area)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees