Job Description

Under the direction and supervision of the Director of Patient Experience, assists in the daily, ongoing activities of the organization's patient advocacy program. Individual must be knowledgeable and competent with hospital-wide grievance policy and procedure, as well as legal and other regulatory agency standards as they pertain to patient rights. Serves as a subject matter expert for CMS requirements around the collection and resolution of hospital grievances. Assists in the management of the hospital-wide service recovery program. Works as a team member with Department Directors, Clinical Coordinators, and other health care professionals.

Education Requirement:

High School Diploma or equivalent

Experience Requirement:

Minimum 5 years clinical experience or equivalent, with experience dealing directly with patient (client) concerns/complaints

Essential Functions

• Individual must be knowledgeable and competent with Joint Commission, legal and other accrediting and/or regulatory agency standards as they pertain to patient rights, risk management and patient safety.
• Complete other duties as assigned by Director.

Skill Requirements:

• Exceptional people skills.
• Excellent communication skills.
• Ability to resolve conflict.
• Ability to talk and work with all patients to resolve concerns in a timely manner.
• Ability to interpret and share grievance trend data.
• Ability to work and relate with employees at all levels to resolve patient complaints/grievances.
• Ability to multi-task with customer service focus.
• Ability to meet deadlines.
• Ability to maintain patient confidentiality.
• Ability to develop and assist staff in the implementation of patient relations activities.
• Must be computer literate and proficient in Microsoft Office systems.

Equal Opportunity

Augusta Health recruits, hires and promotes qualified candidates for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran or military discharge status, and family medical or genetic information.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Augusta Health

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