Service Quality Coordinator (Remote) - Faculty Practice Plan

Washington University in St. Louis • Remote - Missouri, MO

9d • $65,900 - $112,700 • Remote

About The Position

This position manages specific projects assigned and is responsible for coordinating the activities of the project to ensure that goals and objectives are accomplished within the prescribed time frames. This position is remote but may need to attend in-person meetings on occasion.

Requirements

• Bachelor's degree - Healthcare
• Registered Nurse - Missouri Division of Professional Registration
• Healthcare (3 Years)
• Analyze Information
• Critical Thinking
• Cross-Team Collaboration
• Customer Follow-Ups
• Customer Service Communication
• Deadline Management
• Detailed Reports
• Diplomacy
• Health Insurance Portability & Accountability Act (HIPAA)
• Information Collection
• Interpersonal Relationships
• Microsoft Office
• Oral Communications
• Project Prioritization
• Working Independently
• Written Communication

Nice To Haves

• No additional education unless stated elsewhere in the job posting.
• No additional certification/professional licenses unless stated elsewhere in the job posting.
• No additional work experience unless stated elsewhere in the job posting.

Responsibilities

• Manages the operations of the patient complaint process by serving as initial contact for all patient complaints received by the Faculty Practice Plan, assessing complaint content for issues regarding clinical care and/or customer service, screening complaints for potential Patient Safety/Risk Management issues including chart review, following up with patients, families, visitors, physicians, management, staff and administration from BJH and SLCH, consistently demonstrating excellent customer service skills with patients, faculty, staff and WUSM and BJH administration when discussing and resolving patient complaints, documenting complaints in the Patient Complaint Management/Service Recovery Database, communicating the resolution of the complaint to the appropriate individuals in a timely manner, and analyzing and reporting trends on a monthly basis.
• Coordinates the reward and recognition program by gathering, organizing, and distributing nominations, contacting supervisors of nominees to verify eligibility, reporting selection results to FPP Directors of the Center for Advanced Medicine and Service Quality and Scheduling, and arranging award ceremonies.
• Monitors responses to patient satisfaction surveys.
• Performs revisions to policies and procedures as necessary or at least annually.
• Assists with compiling, writing and distributing the operational reports.
• Facilitates customer service classes as needed.
• Maintains training databases and reports monthly trends.
• Conducts benchmarking surveys with other healthcare or academic institutions as required.
• Performs other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U-Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• 4 weeks of caregiver leave to bond with your new child.
• Family care resources are also available for your continued childcare needs.
• Adult care resources.
• Covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level