Job Summary

Facilitates communication between patients, representatives, families, physicians, system employees, institutions, departments and community resources. Assists with providing a channel through which patients and representatives can resolve issues, concerns and unmet needs. Assists in coordinating the resolution of complaints and grievances within the system and the community. De-escalates situations which may cause harm within the system and provides a comforting and supportive atmosphere to patients, representatives, providers and staff.

Job Duties

• Collects and analyzes patient complaint and grievance data to identify opportunities to improve patient and customer services in a collaborative role with management.
• Investigates and analyses patient and family allegations and concerns by listening to patient family complaints; document details;verifies content and facts and to assist the organization's administration in the resolution of the grievance.
• Develops a consultant relationship with assigned clinics and units to build and sustain a patient and customer focused culture.
• Collaborates and coordinates with medical staff, administration, clinical operations, and support staff to facilitate prompt resolution of patient-related grievances and service issues.
• Serves as a liaison between staff, patients, and families to provide requested information, including resolution of a grievance in a family and provider meeting forum.
• Educates patients and families regarding reasonable service expectations.
• Provides written and verbal responses to accurately reflect patients' concerns and grievances and the organization's responses.
• Effectively communicates to specific groups in order to educate on Patient's Bill of Rights philosophy by visiting them; introducing them to the patient right's brochure; confirming their understanding of who to contact with questions or concerns.
• Participates in the investigation, documentation, and patient and family communication relative to concerns that carry potential risk and loss to the organization with Risk Management.
• Coordinates efforts to assure compliance with regulatory standards relative to handling patient complaints and grievances including participation on assigned committees and work groups as needed.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

We're proud to offer competitive salaries and a comprehensive benefits package that includes:

• Comprehensive benefits package, including health insurance that starts day one of employment -Medical, prescription drug, vision and dental coverage
• MyHealth Rewards wellness program to enhance personal health and reduce health plan premiums for qualified individuals
• Family Support (Fertility and Adoption Support)
• Tuition assistance (part time and full time roles only) Up to $5000 in tuition reimbursement per year
• Generous paid time off packages that allows you to take the time you need to travel, rest, and care for and reconnect with friends and family.
• Competitive 401k plan that includes automatic Geisinger contributions starting day one of employment
• Professional opportunities for growth and advancement
• Support and mentorship from a full range of dedicated and experienced leaders
• Paid parental leave and Military Leave
• Community Involvement through our Employee Resources Groups
• Employee referral incentive program

Education

Bachelor's Degree- (Required)

Experience

Minimum of 3 years-Healthcare (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.