Grievance Specialty

3 months ago

Baltimore, United States LifeBridge Health Full time
JOB SUMMARY: Performs and supports the overall patient/family compliment, complaint and/or grievance process, including intake, processing, and resolution. Advocates for patients and families with expressed needs. Facilitates communication between patients/families and hospital staff. Explains hospital policies and procedures to patients and families. Visits patients and families proactively and for service recovery.

ESSENTIAL FUNCTIONS:
  • Coordination Performs and supports the day-to-day intake, processing, and resolution of patient and/or family compliments, complaints and grievances.
  • Analysis Uses databases appropriately to support tracking and trending of complaint and grievance data, and to document other initiatives.
  • Actively represents the needs of patients and families to the Hospital. Communicates policies and procedures to patients and families.
  • Communication Serves as a representative for the Hospital in interactions with patients, families and the community.
  • Education and Coaching Supports training and education for hospital staff regarding service recovery and complaint and grievance reduction strategies.


REQUIREMENTS: Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field. Experience - 3-5 years.

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