HOW WE CARE FOR YOU:

At Rochester Regional Health, we are dedicated to getting health care right. Our robust benefits and total rewards foster employee wellbeing, professional development and personal growth. We care for your career while caring for the community.

• Pension Plan
• Retirement Plan
• Comprehensive Benefits Package
• Tuition Reimbursement
• Benefits Effective Date of Hire
• Same Day Pay through Daily Pay

SUMMARY

The Grievance Intake Coordinator is the first point of contact for patients seeking to have their concerns addressed. The role will be responsible for receiving and processing patient complaints and grievances in a timely and efficient manner. The role will navigate the electronic database for filing patient/family feedback regarding their care and experience at any Rochester Regional Health facility. This role plays a vital role in ensuring patient satisfaction by creating a positive patient experience.

STATUS: Full time

LOCATION: Riedman Campus

DEPARTMENT: Patient Experience

SCHEDULE: Days

ATTRIBUTES

• Two years of experience in a customer service or healthcare setting, preferably in a role involving conflict resolution required.
• Excellent communication and interpersonal skills, with the ability to build rapport with patients in challenging situations.
• Strong active listening skills and the ability to gather accurate information.

RESPONSIBILITIES

• Act as the initial point of contact for patients filing complaints and grievances, via phone, email, and/or online form.
• Answer the phone with empathy and friendliness.
• Actively listen to patient concerns and gather detailed information about their grievance.
• Use speak back to ensure excellent understanding of all of the concerns outlined, and then list out the concerns in the grievance submission.
• Document all aspects of the complaint or grievance accurately and comprehensively.
• Manage complaints and grievances submitted through online forms, including maintaining and keeping the list up-to-date, and ensuring all submissions are then entered into our electronic database.
• Communicate effectively with patients to notify them of the grievance process, and to keep them informed about the progress of their complaint or grievance.

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $21.00 - $24.25