A Day in the Life of a Patient Experience and Grievance Coordinator:

The Patient Experience and Grievance Coordinator performs a vital role within Cheyenne Regional Medical Center by supporting and promoting the culture of excellence in patient experience and responding to escalated patient/family complaints and grievances that may include or result from an unsatisfactory experience. This positions also provides a specific channel through which patients and their families can seek solutions to their clinical and quality of care concerns and unmet needs. This position facilitates resolution through interface with medical, clinical and non-clinical staffs as appropriate. This position is responsible for researching, investigating, resolving and responding to complaints and grievances in accordance with government regulatory procedures and specific time guidelines.

Why Work at Cheyenne Regional?

• ANCC Magnet Hospital
• 403(b) with 4% employer match
• 21 PTO days per year (increases with tenure)
• Education Assistance Program
• Employer Sponsored Wellness Program
• Employee Assistance program

Here Is What You Will Doing:

• Works across the system to build an environment that promotes a superior experience for patients and their support network to anticipate needs, exceed expectations and form a caring, compassionate and lasting relationship.
• Provides coaching, education and resources to clinical staff and physicians for immediate concern resolution.
• Manages the complaint/grievance process including assessment of patient/family issues/concerns, interdepartmental/multidisciplinary investigation activities, pursuit of appropriate resolution and written response of resolution in accordance with Centers for Medicare and Medicaid Services (CMS) guidelines.
• Documents pertinent information concerning and improvement/corrective actions taken regarding each patient complaint, grievance or listening session in an accurate and timely manner. Collaborates with Data management and other leaders to ensure process improvement follow through.
• Coordinates communication, both verbal and written between patients, family members, medical staff, hospital staff and administrative staff to build an atmosphere of loyalty and trust and transparency.
• Provides specific channel through which a patient/family member can seek a solution to a problem, address a concern or remedy an unmet need. Utilizes various tools such as service recovery, the complaint/grievance process, listening/discovery sessions, process improvement activities, educational opportunities and/or improved communication strategies.
• In conjunction with Data Management personnel, compiles statistical data and provide trend reports as requested. Reports data trends periodically to stakeholders as needed.

Desired Skills:

• Strong skills in active listening, negotiation, instruction and problem solving.
• Strong communication skills both verbal and written with the ability to articulate clinical information as well as convey compassion.
• Ability to investigate clinical documentation
• Able to work independently and collaboratively
• Proficient with PC, MS word/ Excel

Here Is What You Will Need:

• Bachelor’s degree or equivalent healthcare experience
• Two years of healthcare experience
• Cheyenne Regional AHA RQI within 14 calendar days of start date

Nice To Have:

• Bachelor’s degree from an accredited school of nursing or health care field
• Prior experience working with CMS, Joint commission Regulations and Grievances
• Familiarity with hospital operating systems such as McKesson, Care Manager, and MIDAS

About CRMC:

Cheyenne Regional Medical Center was founded in 1867 as a tent hospital by the Union Pacific Railroad to treat workers injured while building the transcontinental railroad. Today, we are the largest hospital in the state of Wyoming, employing over 2,000 people, and treating over 350,000 patients from southeastern Wyoming, western Nebraska, and northern Colorado. We pride ourselves on patient and employee experience by living our core values of Integrity, Caring, Compassion, Respect, Service, Teamwork and Excellence to I.N.S.P.I.R.E. great health.

Our team makes a difference every day by providing trusted healthcare expertise through a passionate and I.N.S.P.I.R.E.(ing) approach with a personal touch. By living our values, we aim to achieve our goal of becoming a 5-star rated hospital, providing critical support and resources to our community and the greater region we serve. If you are eager to make a difference and passionate about healthcare, we encourage you to apply today!