DESCRIPTION:

Under the direction of the Customer Experience Regional Director, is recipient of customer and family complaints, coordinates investigation and aids in resolution through closure. Serves as a consulting resource to leaders, physicians, and colleagues on matters related to the MercyOne experience. Supplies data summaries regarding the customer experience and provides areas of opportunity for improvements. Ensures that MercyOne is in compliance with grievance rules and regulations. Works in collaboration with Eastern Division Customer Experience Specialist as assigned

MERCYONE REQUIREMENTS

Maintains required department confidentiality and abides by HIPAA regulations. Takes an active role in enhancing ability to carry out job functions through personal and professional/job-related growth and development and participates in medical center and/or departmental education programs Communicates with and performs duties following the philosophy of Trinity Health, MercyOne and the Sisters of Mercy reflecting the organization’s Mission and Values Supports and abides by all medical center, departmental, and safety policies and procedures. Proactively identifies safety concerns surrounding the work environment. Other related duties, as assigned

MINIMUM QUALIFICATIONS

Exceptional interpersonal and relationship building skills required to effectively collaborate with multiple stakeholders to promote colleague and physician involvement and accountability in achieving customer outcomes. Ability to prioritize multiple projects, demands, and issues Excellent verbal and written communication skills, well organized, and maintains a highly professional manner and appearance Excellent interpersonal, relationship building, and conflict management skills in order to communicate effectively with customers and colleagues Ability to influence and manage change in a positive and collaborative manner Other duties as assigned

Services as the Customer Advocate for the MercyOne Regional Health Ministry Possesses knowledge of medical procedures and practices relating to patient care and hospital services Receives customer and family complaints, coordinates the investigation, and facilitates problem solving Creates, communicates, and distributes timely complaint/grievance reporting information to appropriate colleagues Communicates with customers and families timely regarding complaints Maintains records of complaints, documentation, grievance letters and resolutions Communicates effectively and tactfully with colleagues and customers. Possess a good understanding of performance improvement, patient satisfaction and patient experience Reviews patient satisfaction surveys for comments and follows up as directed Assists departments in identifying opportunities to improve performance and eliminate future complaints. The ability to maintain a high standard of courtesy and cooperation in dealing with co-workers, customers and visitors, and a satisfactory job performance despite the stress of a healthcare environment Adaptability to performing under stress when confronted with unusual situations in which speed or sustained attention are make or break aspect of the job Adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.