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Resolutions Analyst, Guest Services, Full Time, Days
3 months ago
Department: Jackson Memorial Hospital - Guest Services
Address: 1611 NW 12th Ave, Miami, Florida, 33136
Shift Details: Full-Time, Days
Why Jackson
Jackson Health System is a nationally and internationally recognized academic medical system offering world-class care to any person who walks through our doors. For more than 100 years, Jackson has evolved into one of the world's top medical providers for all levels of care, no matter if it's for a routine patient visit or for a lifesaving procedure. With more than 2,000 licensed beds, we are also proud of our role as the primary teaching hospital for the University of Miami Miller School of Medicine.
Here, the best people come together to deliver Jackson's mission for our diverse communities. Our employees are committed to providing the best CARE by demonstrating compassion, accountability, respect, and expertise in everything we do.
Resolutions Analyst is responsible to ensure consistent and appropriate actions and content in employee case work specific to the Complaint Management System and complaint resolution, providing findings and recommendations based on consistent/regular review of case work to the Departmental Manager. Provide statistical and quantifiable feedback for use by all management to address areas of need, recurring problems and situations which may affect Jackson Health System's ability to provide a single high standard of care or may adversely affect desired outcomes of making Jackson the healthcare provider of choice as a world class academic medical system.
Summary
- Resolutions Analyst is responsible to ensure consistent and appropriate actions and content in employee case work specific to the Complaint Management System and complaint resolution, providing findings and recommendations based on consistent/regular review of case work to the Departmental Manager.
- Provide statistical and quantifiable feedback for use by all management to address areas of need, recurring problems and situations which may affect Jackson Health System's ability to provide a single high standard of care or may adversely affect desired outcomes of making Jackson the healthcare provider of choice as a world class academic medical system.
Responsibilities
- Will serve as the custodian of the Complaint Management System application and will liaise with the Complaint Management Systems Corporate Account Manager to add new end users and manage all access and privileges.
- Responsible for the communication and dissemination of any system failures / changes between the vendor, JHS IT and or the system end users as needed.
- Oversee the cases inputted by Guest Service Coordinators to the Complaint Management System, ensuring that proper case work is performed and grievance delineation is appropriate.
- Will work with the Guest Services Coordinator to ensure a final letter is written and sent for all grievances in appropriate governing time frames with appropriate content.
- Maintain interdepartmental logs on inputted cases and provide monthly feedback on cases to the Departmental Manager.
- Will work with other inputting departments/persons as needed to ensure that cases are followed up and closed appropriately.
- Will provide training and access as needed. Responsible for training and providing continuous education to the Guest Services Department on proper use of the Complaint Management System, CMS Guidelines and response processes.
- Maintains knowledge of CMS and other regulatory agency requirements for complaint management and resolution.
- Assists in providing Quality Management or any other requesting department with requested reports with regards to regulatory agency investigations.
- Demonstrates effective and productive interpersonal communication skills through the development and maintenance of productive working relationships with medical staff, nursing, ancillary department personnel, administrative personnel and peers. Performs other related duties as assigned.
- Demonstrates behaviors of service excellence and CARE values (Compassion, Accountability, Respect and Expertise).
Experience
Generally requires 3 to 5 years of related experience.
Education
Bachelor's Degree in related field is Required
Credentials
Valid license or certification is required as needed, based on the job or specialty.
Jackson Health System is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
