Overview

Maintains an integrated approach to patient relations that includes complaint management. Coordinates services with Quality Improvement Services, Clinical Services and Care Coordination, Risk Management and other departments. Implements and coordinates programs and services that promote positive patient and family relations and satisfaction; makes rounds to meet families and assess satisfaction; manages patient and family complaints of complex issues; coordinates the development of staff education in conjunction with the Education Department and Patient Care Services; develops patient/family information materials; advocates for patients; and participates in performance improvement targeted toward patient/family satisfaction and complaint resolution.

Schedule: Full-time, Benefits Eligible (Monday-Friday, 1st shift)

Location: Central Campus

Why Nationwide Children's Hospital?

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children’s Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We’re 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we’ll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children’s badge what they do for a living. They’ll tell you it’s More Than a Job. It’s a calling. It’s a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children’s Hospital. A Place to Be Proud.

Responsibilities

• Serves as a resource to patients, families, visitors, and staff regarding patient support services across the continuum of care. Provides verbal and/or written information as needed, assists in arrangements for needed services and provides follow-up to assist customers as needed.
• Investigates complaints/issues, problem solves, and takes action or refers issue(s) to individual or department for appropriate resolution.
• Documents patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input into hospital database. Compose letters or e-mails to patients, visitors, physicians, leadership, according to terms of the hospital grievance policy
• Serves as a resource and support for physicians, staff and leadership in establishing an environment of proactive service recovery efforts.
• Makes rounds in select patient care areas (patient care units, clinics, etc) at least weekly to meet with patients and families at random. Assesses customer satisfaction and opportunities for improvement as received by customers. Utilizes rounds as an opportunity to enhance visibility with staff and serves as a resource regarding patient relation issues.
• Collaborates with Marketing and Patient Care Services to develop and/or revise patient brochures and informational materials. Ensures materials and brochures are current and accessible to patients, visitors, and staff.
• Serves as a resource to employees, physicians and administrators in managing patient complaints and problem solving issues. Communicates status of complaint to Administration, Risk Management and to other departments or key individuals as needed
• Develops and provides educational programming regarding promotion of positive patient relations, complaint management and service recovery to employees and physicians.
• Consults with staff, physicians, students and other individuals as needed on patient relation issues.
• Collaborates with other departments in program and policy development, implementation and evaluation. Provides leadership in participating as a member of committees, work groups, or task forces as appropriate to enhance service quality and promote satisfaction.
• Serves as a member of performance improvement teams and Family Advisory Council as needed. Provides leadership and/or consultation to committees that impact and respect patients? rights.
• Coordinates organizational initiatives for compliance with external regulatory standards accreditation processes and state law relative to patient rights and responsibilities and patient satisfaction.
• Recommends budgetary needs to support program development and implementation. Tracks expenditures relative to program responsibilities monthly.
• Prepares reports and submits to the manager.
• Performs other related duties as assigned.

Qualifications

Education:

• Bachelor's degree in communications, psychology, health care or related field; Master's degree preferred and 4 years relevant experience, or equivalent combination of education and experience.

Experience:

• Evidence of highly refined interpersonal skills, conflict resolution skills, organizational skills, program planning skills, as well as telephone, customer service and writing skills.
• Proficient in Windows-based operating software/systems.
• Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
• Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.
• Must be able to address difficult, awkward situations with tact and diplomacy.
• De-escalation Training preferred.6. Knowledge of external regulations pertaining to Joint Commission, ODH, CMS, HIPAA and other agencies.

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE M/F/Disability/Vet