• 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 analyzes patient and family allegations and concerns by listening to patient family complaints, document detailsto verify 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.
• When necessary, 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 including families, patients, staff, students 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 a clinical 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. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.