Patient Experience Coordinator-Market Development (1521HB)
Posted: Fri, October 27, 2017
Department: Market Development
Location: Green Bay, WI
Schedule: Full Time (40 hours/week), Days (8:00 a.m. - 4:30 p.m.)
Maintains current knowledge of regulatory requirements from accrediting agencies related to the complaint/grievance process, ensures that patient complaint/grievances throughout the organization are documented, effectively utilizes the electronic documentation system to manage complaint/compliment module event, assignment of ownership to complaint/compliment module events, routine compliance monitoring of regulatory timelines per policy, coordination between leaders of complex events, provide mentoring to owners on complaint/grievance resolution, investigate, analyze, and facilitate the resolution of customer complaints and concern, facilitate complaint/grievance resolution effectively to mitigate risk, provides continual education on effective service recovery to all staff. Works directly with the Chief Experience Officer to (a.) Manage patient feedback for the Transparency Platform and (b.) Support various system needs related to Patient Experience and Patient Experience survey processes.
Bachelor's degree along with WI RN license is preferred. Advanced skills in customer service along with effective service recovery ability, sensitivity and empathy required. Excellent verbal and written communication skills and the ability to work through conflict or difficult situations are essential. Word, Excel and PowerPoint skills and experience or training upon hire required.
Five years of clinical health care and previous customer service leadership experience is required.