Employment Type:

Full time

Shift:

Day Shift

Description:

Under the direction of the Customer Experience Regional Director, is recipient of customer and family complaints, coordinates investigation and aids in resolution through closure.  Serves as a consulting resource to leaders, physicians, and colleagues on matters related to the MercyOne experience.  Supplies data summaries regarding the customer experience and provides areas of opportunity  for improvements.  Ensures that MercyOne is in compliance with grievance rules and regulations. Works in collaboration with Central Division Customer Experience Specialist as assigned.

• Services as the Customer Advocate for the MercyOne Regional Health Ministry

• Possesses knowledge of medical procedures and practices relating to patient care and hospital services

• Receives customer and family complaints, coordinates the investigation, and facilitates problem solving

• Creates, communicates, and distributes timely complaint/grievance reporting information to appropriate colleagues

• Communicates with customers and families timely regarding complaints

• Maintains records of complaints, documentation, grievance letters and resolutions

• Communicates effectively and tactfully with colleagues and customers. Possess a good understanding of performance improvement, patient satisfaction and patient experience

• Reviews patient satisfaction surveys for comments and follows up as directed

• Assists departments in identifying opportunities to improve performance and eliminate future complaints. The ability to maintain a high standard of courtesy and cooperation in dealing with co-workers, customers and visitors, and a satisfactory job performance despite the stress of a healthcare environment

• Adaptability to performing under stress when confronted with unusual situations in which speed or sustained attention are make or break aspect of the job

• Adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

Schedule: Full Time Day Shift Monday-Friday

General Requirements:

• Bachelor’s Degree in Business Administration, Hospital Administration, Nursing, Hospitality, or other related field required

• Equivalent combination of education and experience in lieu of degree

• 2 or more years of experience preferred

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.