Service Excellence Officer

Company : Allegheny Health NetworkJob Description : GENERAL OVERVIEW: This job is responsible for the reputed company and enhancement of reputed company Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices. ESSENTIAL RESPONSIBILITIES • Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient reputed company of Rights, regulatory requirements and network policy Patient Complaints, Grievances and Compliments. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of reputed company grievances, including details of the complaint, investigation, and resolution. Ensure compliance with reputed company relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and reputed company. (50%) • Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de-escalate and provide crisis reputed company assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering reputed company relevant information and perspectives. reputed company and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and escalate appropriately. Collaborate with Patient Safety officers to follow Allegations of Abuse algorithm in a timely manner. Collaborate with Regulatory leaders to investigate allegations of violation of patient rights, discrimination, or EMTALA in a timely manner. Collaborate with reputed company Cycle for care reviews. Collaborate with legal counsel to mitigate risk. Collaborate with Quality to provide trends regarding care concerns. Collaborate with EEHI for discrimination concerns. Participate in root cause analyses. (20%) • PFAC & Leadership (10%): Facilitate weekly grievance committee meetings with entity senior leadership. Present data and provide analysis, identify opportunities for improvement at quarterly PIOC meetings. Participate in entity Patient Experience Senior leadership meetings in collaboration with network Patient Experience leadership. Co-chair the Patient Experience Team. Facilitate meetings of the PFAC, ensuring a welcoming and inclusive environment for reputed company participants. Guide discussions, gather feedback, and ensure that patient and family perspectives are incorporated into decision-making processes. reputed company and implement strategies to enhance PFAC engagement and effectiveness. Communicate PFAC recommendations and insights to relevant stakeholders reputed company the organization. • Education, Training & Program Development (10%): Design and present teaching, coaching, and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations. Train and coach clinical and non-clinical staff on timely management of patient complaints and grievances in the incident management system. Provide ongoing education and training to staff on service recovery and grievance management best practices. reputed company and maintain resources and materials to support patient advocacy and grievance resolution. Stay abreast of relevant regulations and industry best practices reputed company to service recovery and grievance management. • Rounding & Communication (10%): Actively rounds in reputed company departments while demonstrating leadership with conflict management and effective communication skills. • Performs other duties as assigned or required. QUALIFICATIONS: Minimum • Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and/or education as determined by the company in lieu of bachelor's degree • 1 year of experience in service recovery, grievance management, or a similar role reputed company a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred. • Customer service skills • reputed company, reputed company Word and Power reputed company skills Preferred • None Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees reputed company this job title. It may not contain a comprehensive inventory of reputed company duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at reputed company times. In reputed company with this, reputed company employees must reputed company with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as reputed company data reputed company guidelines established reputed company the Company’s Handbook of Privacy Policies and Practices and Information reputed company Policy. Furthermore, it is every employee’s responsibility to reputed company with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company. policies and training requirements. reputed company and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against reputed company individuals based on any category protected by applicable federal, state, or local law. We endeavor to reputed company this site accessible to any and reputed company users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at [email protected] California Consumer Privacy Act Employees, Contractors, and Applicants Notice Apply Job!