PATIENT GRIEVANCE/AWARD COORD.
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.
Ensures that the hospital is in compliance with regulatory body requirements for the management of patient complaints and grievances. Works closely with the manager of patient relations to ensure that patient representatives maintain compliance with CMS standards in documentation and grievance follow up. Serves as the lead person for the investigation, reporting and resolution of patient grievances. Is responsible to ensure that the hospital is in compliance with CMS Conditions of Participation related to patient grievance management; this is a responsibility that by CMS standards is given to the Board of Trustees to delegate within the organization. The Board of Trustees has delegated this responsibility to the Patient Relations Department.)Serves as liaison between patients, families, visitors, hospital staff, and medical staff. Enhances patient and family awareness of the institution's responsiveness to concerns. Displays the hospital's overall commitment to exceptional delivery of patient care by imparting a caring attitude and prompt responsiveness, which is critical to the continued success of the organization. Serves as institutional leader in the area of patient relations. Is responsible for regular reports to the patient grievance committee and for the preparation and distribution of the patient grievance committee agenda and meeting records. Provides administrative services for the monthly Bridgeport Hospital Quality Awards Ceremony such as preparing correspondence in final form, maintaining files, and conducting special projects as assigned. Duties include gathering data and preparing reports, answering correspondence, capturing nominee photographs, organizing BHQ Awards Ceremony, printing certificates and accurate record keeping of all data associated with the BHQ Awards. Other duties may be assigned.
"Come Grow With Us"
- 1. Manages the patient grievance process, ensuring that CMS guidelines and hospital policy are adhered to, and that patients are responded to within CMS designated time frames, with adequate detail to address concerns. Ensures that patient representatives adhere to patient grievance process and timelines.
- 1.1 Manages the daily flow of all patient grievances.
- 2. Facilitate and coordinate the Patient Grievance Committee meetings by scheduling, facilitating and providing meeting records for distribution among committee members.
- 3. Responsible for written responses to patient grievances, according to CMS guidelines for content and timeliness. Reviews all responses drafted by patient representatives and ensures that responses are well written and reflect investigation of each issue presented by grievant.
- 4. Provides monthly reports, to patient grievance committee, including trending and analysis of patient concerns through grievances. Prepares annual summary of patient grievance activity for senior administration.
- 5. Facilitates patient and family meetings with hospital personnel to resolve patient grievances. Prepares hospital personnel for meetings and provides written resolution to patients/families. Makes referrals as appropriate to patient experience and engagement managers for possible patient and family advisors.
- 6. Composes and types a wide variety of correspondence and prepares forms, tables, charts, records, statistical tables, certificates, etc., which are often confidential in nature.
- 6.1 Composes and types correspondence from rough draft and notes.
- 7. Contacts inside and outside hospital resources to obtain or relay information, arrange meetings, gather data, etc.
- 7.1 Regularly interacts with a variety of hospital executives, medical staff and/or outsiders in a professional and efficient manner.
- 8. Receives and screens incoming correspondence, reports, memos, etc., and prepares appropriate responses to routine inquiries pertaining to the Bridgeport Hospital Quality Awards (BHQA).
- 8.1 Opens, sorts and screens incoming mail upon receipt.
- 8 .2Develops, maintains and revises record-keeping and filing systems and classifies, sorts and files correspondence, articles, records and other documents pertaining to the BHQA.
- 9. Independently manages the activities and operations of the BHQA.
- 9.1 Provides information to inquiries concerning general activities and operations of BHQA by referring to and interpreting established department policies and procedures.
- 10. Develops, maintains and revises record-keeping and filing systems and classifies, sorts and files correspondence, articles, records and other documents pertaining to The Department of Patient Relations.
- 10.1 Maintains department record-keeping and filing systems by developing and implementing more efficient systems.
- 11. Attends meetings pertaining to The Department of Patient Relations.
- 11.1 Attends meetings and takes notes.
Bachelor's Degree in English, Human Services, Public Relations, Communications or related field. Master's Degree highly preferred.
Two to four years experience in a healthcare setting which includes extensive experience in patient relations/patient satisfaction. Demonstrated experience in complaint resolution, coordination and interaction with senior staff and the medical community.
Excellent interpersonal, verbal and written communication skills. Demonstrated emotional maturity in interaction with others. Ability to work independently. Proven history of ability to handle sensitive and highly confidential issues. Must have proven history of exemplary customer service skills. Must demonstrate understanding and be able to communicate clearly regarding patient relations issues as related to quality of care.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; talk or hear. They are frequently required to reach with hands and arms. They are also required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities requires include close vision, distance vision, color vision, peripheral vision and depth perception. This noise level in the work environment is usually moderate. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.
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