Healthcare Customer Service Specialist
2 weeks ago
Position Overview:
MedStar Health is seeking a dedicated Patient Advocate to enhance the experience of patients, families, and visitors at our facilities. The Patient Advocate will play a crucial role in ensuring exceptional service by addressing conflicts, providing guidance, and fostering a welcoming atmosphere throughout all access points.
This role involves collaborating closely with various departments and clinics to effectively manage patient concerns and grievances. Compliance with The Joint Commission standards is a key responsibility.As part of one of the largest healthcare networks in the Baltimore-Washington area, recognized for its commitment to employee wellness, this position offers a significant opportunity for professional growth.
Key Responsibilities:
- Investigate and analyze patient grievances and complaints, crafting suitable verbal and written responses to amicably resolve issues.
- Escalate matters to the Director of Risk Management when necessary, including lost property complaints. Serious safety incidents should be reported to the Medical Director of Quality, Risk, and Safety.- Identify opportunities for enhancement and present detailed recommendations and action plans to leadership in Quality and Risk.
- Monitor patient relations initiatives, assess progress, and evaluate performance metrics. Engage with patients and families in various settings, including outpatient areas, inpatient rooms, and the Emergency Department, ensuring follow-up to confirm resolution satisfaction.
- Conduct regular audits of complaints and grievances to maintain compliance with MedStar Franklin Square Medical Center and CMS standards.
- Participate in local patient experience team meetings and relevant committees.
Qualifications:
- A Bachelor's degree in Business Management, Hospitality, Healthcare Administration, or a related field is required.
- A minimum of 2 years of progressively responsible experience in service excellence is preferred.- Familiarity with improvement processes is essential.
- The position offers a competitive salary within the range of $38.49 per hour.
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