Overview

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community. USA Health is changing how medical care, education and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists and researchers provide the region's most advanced medicine at multiple facilities, campuses, clinics and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall wellbeing of our community.

Responsibilities

Identifies and assesses problems and directs complaints to appropriate hospital and medical staff using oral and written communication; investigates complaints, interfacing with Quality Assurance, physicians, and administrator on call for required follow-up actions; identifies and communicates Risk Management issues to administration and Risk Management; conducts investigations into patient complaints and quality issues; reads and interprets hospital philosophy, policy and procedures to patients, families and staff; encourages adherence to the hospital’s policy on patient rights and responsibilities through example and education; collects, analyzes, and reports complaint data; provides education to hospital and medical staff on policy, principles and techniques of patient relations; develops, collects, reviews, and tallies comment cards; presents education monthly for new hire orientation on customer service, patient rights, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), satisfaction surveys, ethics and teamwork; communicates and uses appropriate customer relation skills with physicians, patients, families, healthcare team and staff in person and via telephone; responds to overhead pages and digital pager; aggregates, analyzes, charts and reports survey results; reviews, updates, edits, and orders hospital Patient Information Guides; reviews Patient Information Guides for current Joint Commission, Medicare, Medicaid, and University public relations standards; accepts and completes all duties positively and without conflict; cooperates, helps others and improves the performance of the department; completes all mandatory unit, educational and hospital requirements; utilizes cost effective practices in performing all aspects of the job; adheres to current Infection Control and Safety Standards; adheres to hospital policies including confidentiality; participates on committees as assigned; participates in Performance Improvement activities as assigned; regular and prompt attendance; ability to work schedule as defined and additional hours as required; related duties as required.

Qualifications

Bachelor’s degree in a related field from an accredited institution as approved and accepted by the University of South Alabama and three years related experience or one year of directly related experience in patient relations.

Hospital experience preferred.