Job Summary: Demonstrates through behavior Decatur Morgan Hospitals mission, vision and values.The Quality and Service Excellence Coordinator will be responsible for Decatur Morgan Hospitals ongoing Quality and Service Excellence projects. This position will work closely with a multidisciplinary team to ensure that all special project requirements, deadlines, and schedules are on track. Responsibilities include submitting project deliverables, preparing status reports, and establishing effective project communication plans as well as execution of those plans. This role requires strong clinical and customer service skills, and involves extensive work getting information from medical chart review, as well as, direct communication with patients, families and clinicians regarding complaints and grievances. The Quality and Service Excellence Coordinator is required to be flexible and self-motivated, with strong critical thinking skills, excellent time management and effective communication. 

Key Responsibilities / Essential Functions

Strong communication skills both verbally and in writing. Able to organize, prioritize and manage time efficiently to meet deadlines. Coordinating with cross-discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules. Critical thinking and problem-solving skills required to work with project team members to identify and resolve issues. Moderate to advanced computer skills, including the use of Microsoft Office (Word, Excel, PowerPoint). Ability to: o Develop and maintain spreadsheets and databaseso Comprehend complex clinical datao Prepare status reports by gathering, analyzing, and summarizing relevant information Manage Patient Complaint and Grievance Service Feedback Program according the Joint Commission and other accreditors' complaint resolution standards. o Actively listening, initiating a plan of action, follow through, keeping patients well informed, providing closure to patients concerns, and properly documenting.o Maintain policies, procedures, and processes for investigation and resolution of patient complaints and grievances.o Educate all physicians and staff on grievance processes, and how to effectively provide Service Recovery. o Track complaints, grievances, and implement improvement initiatives to address trends identified.o Serve as patient advocate and intermediary between family, patient, and the health care team by fostering communication with patients, families, leaders, and staff members to gather feedback on hospital experiences. Must be able to develop and maintain effective interpersonal relations, maintain confidentiality of all data, information, and activities, and be able to perform detailed, concentrated work with limited supervision. Must be flexible and willing to adapt to changes in workload/assignments depending on the organizations needs.

Minimum Knowledge, Skills, Experience Required:

Education: Graduate of an accredited school of nursing required. BSN preferredExperience: Minimum 3 years nursing experience in an acute care facility; knowledge of hospital systems and procedures preferred. Experience in Customer Service, Quality and/or Lean Six Sigma a plus.

License/Certification:Required: Current Registered Nurse License