GENERAL SUMMARY: Position is responsible for implementation and enhancement of hospital's patient liaison program, complaint handling activities, site manager responsible for pastoral care program with direct responsibility given to corporate director of spiritual support. Acts as a liaison with other hospital departments in addressing and resolving customer concerns and problems. Monitors and communicates patient satisfaction scores to all hospital departments. Participates in the development and implementation of staff education programs related to enhancing the overall patient experience. Assists the Division President as needed.
ESSENTIAL DUTIES:
- Services as the Administrative liaison for patients and family members to promote the rights of patients through the process of prevention, monitoring, intervention and service recovery.
- Directs complaints to the appropriate managers and services to ensure resolution.
- Participates in corporate initiatives and committees for Service Excellence.
- Serves as site HIPAA officer, ethics and patient rights advocate, transcultural champion. Participates on corporate committees relating to each of the above initiatives.
- Supports staff in addressing the emotional and spiritual needs of the patients and family members.
- Provides appropriate reports for all departments relating to measures of patient experiences.
- Services on community outreach and event programs as needed.
- Participates in the Sentinel Event analysis process for the facility to ensure accurate and thorough investigation, development of definitive action plans and implementation and monitoring of those plans as needed.
- Based on customer feedback, works collaboratively with Risk Management and Quality Assurance departments to promote care that is safe, timely, effective, efficient, equitable and patient centered.
- Works collaboratively with other departments to define and study areas of hospital inefficiency as it relates to the patient experience.
- Ensures department staff maintains confidentiality of all patient and hospital information in accordance with HIPPA and hospital policy and procedures.
- Oversees and participates in the orientation and training of staff for all service recovery programs and patient right.
- Performs other duties as assigned.
STANDARD QUALIFICATIONS
