Service Excellence Coordinator (0.6 FTE Day)

Franciscan Alliance•Indianapolis, IN

6d•Onsite

About The Position

The Service Excellence Coordinator is responsible for the intake, documentation, distribution, and verification of the resolution of complaints and grievances in accordance with CMS guidelines and department policy and procedures. The Coordinator also provides training in regard to the Complaint and Grievance Process for guest services representatives during department orientation and at the direction of the department manager and supervisor. This position is responsible for the creation and distribution of reports as assigned by the manager. The Coordinator is responsible for performing quality improvement and control of the Complaint and Grievance Process and working with the manager to affect quality improvement. The Coordinator is also responsible for coordinating the intake and distribution of employee compliments in accordance with department policy and procedure.

Requirements

High School Diploma/GED Required
5 years Customer Service Required

Responsibilities

Coordinate the intake and distribution of complaints and grievances.
Monitor, document, and distribute messages on the physician and nurse’s comment lines and other internal comment lines.
Provide training for staff related to the complaint and grievance process through formal and informal education and training.
Create materials necessary for effective and timely training of staff and others.
Produce reports regarding complaint and grievances, and patient satisfaction surveys, and distribute them to appropriate personnel.
Maintain knowledge of all essential operations of the Service Excellence department and work with the manager to coordinate efforts.
Recognize inefficiencies and work with manager to correct.
Work with Cultural/Mission Coordinator to assure effective operation of interpreting requests.
Coordinate the intake and distribution of Service Excellence Employee Recognition awards.