Patient and Family Liaison II

Work Hours:Full-time position: 80 hours bi-weeklyDay ShiftJob Overview:This position serves as a liaison between our patients and families and the system. This will be measured by the Liaison's collaboration with stakeholders across the organization to work toward the prevention and remediation of patient and/or family complaints and grievances and doing so in a timely and empathetic manner. Liaison collaborates throughout the system to help build a culture committed to our vision of improving the patient's experience, patient centered care and a culture of respect. The Liaison provides guidance and instruction to hospital team members and physician offices, as needed, to ensure concerns are responded to within identified guidelines and thorough documents, communicates and facilitates and facilitates the grievance resolution process in alignment with regulatory agencies, (i.e., Centers for Medicare and Medicaid Services and the Joint Commission). The Liaison will make proactive rounds within the hospital observing the patient's experience to ensure patient satisfaction and performing immediate service recovery when needs, concerns and/or problems with any aspect of the hospital services are indicated. The Liaison will be expected to employ the key principles of the TriHealth Way of Serving and "High Reliability? to initiatives, strategies, processes and procedures while ensuring the protection of PHI in the daily operations of Service Excellence.Job Requirements:Bachelor's Degree Equivalent experience accepted in lieu of degreeNotary preferredProficient in MS Office applications Word, Excel and Power Point Excellent verbal and written communication skills, backed up by strong organizational and time management capabilities Proven ability to work in a team environment3-4 years experience Customer Service Business Healthcare AdministrationJob Responsibilities:Manages the formal grievance process for the organization that includes coordinating, investigating, resolving customer complaints and responding in a timely manner. Reviews and provide monthly reports regarding customer complaints and resolutions to patient relations manager. Exhibits the ability to prioritize and organize department tasks. Demonstrates good time management skills and completes work in a timely manner.Listen and respond with empathy. Communicates in a calm, confident manner. Can explain and make decisions based upon the Joint Commission Conditions of Participation, Patients' Rights and Responsibilities and TriHealth internal policies. Demonstrates the ability to express thoughts in a clear, organized and grammatically correct manner. Develops effective collaborative working relationships across the system and medical team members. Advises patient relations manager of hospital department patient relations challenges, concerns that are sensitive in nature and work to resolve them.Exhibits a professional image and behavior toward all internal and external customers and dependability in areas such as attendance and timely performance of duties. Demonstrates flexibility and initiative in performing job duties and additional assignments.Manages difficult customer situations, responds promptly to customer needs and responds to requests for service and assistance.Increases the overall HCAHPS or CG CAHPS Patient Experience rating. Other Job-Related Information:Excellent interpersonal, oral and written communication skillsStrong attention to detail and organizationAble to work independently; strong analytic skillsStrong computer skillsHighly proficient in MS Excel and MS word. Proficiency in MS Access is desired but not required.Ability to find and willingness to suggest solutions with little or no guidanceStrong Analytic skillsDetail oriented and organizedWorking Conditions:Climbing - RarelyConcentrating - ConsistentlyContinuous Learning - ConsistentlyHearing: Conversation - ConsistentlyInterpersonal Communication - ConsistentlyKneeling - RarelyLifting