Healthcare Customer Service Specialist
1 week ago
As a vital member of MedStar Health, the Patient Advocate plays a crucial role in enhancing the experience of patients, families, and visitors at MedStar Franklin Square Medical Center.
The Patient Advocate is dedicated to providing exceptional service by addressing conflicts, offering guidance, and ensuring a consistently welcoming atmosphere throughout all access points. This position collaborates closely with various departments and clinics to effectively manage patient complaints and grievances while ensuring adherence to The Joint Commission standards.
Key Responsibilities:
- Investigates and evaluates customer complaints and grievances, crafting suitable verbal and written responses to amicably resolve issues. Escalates matters to the Director of Risk Management when necessary, and addresses concerns regarding lost personal items.
- Identifies opportunities for enhancement and presents detailed recommendations and action plans to Quality and Risk leadership.
- Monitors patient relations initiatives, assesses progress, and reviews metrics. Engages with patients and families in various settings, including outpatient areas, inpatient rooms, and the Emergency Department, ensuring follow-up to confirm satisfactory resolution of issues.
- Conducts regular audits of complaints and grievances to maintain compliance with MedStar Franklin Square Medical Center and CMS standards.
- Participates in local patient experience team meetings and other relevant committees.
- Bachelor's degree in Business Management, Hospitality, Healthcare Administration, or a related field.
- A minimum of 2 years of progressively responsible experience in a related field, preferably with a focus on service excellence and familiarity with improvement processes.
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