DescriptionPenn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?Summary:
This role emphasizes the receiving and resolving of patient complaints, compliments, service referrals, patient and family requests and entry of feedback information in our patient feedback system. Answers or directs inquiries to appropriate personnel while ensuring the satisfaction of providers, patients and their families through positive interactions. Utilizes patient feedback (surveys, complaints, comments, grievances, etc) to improve patient experience outcomes. Partners with all departments in Penn Medicine to embrace and encourage delivering the Penn Medicine Experience. . Partners with clinical and non-clinical leadership to drive patient and family centered experience initiatives.
Responsibilities:
Coordinates, investigates and responds to all patient complaints in accordance with the Complaints & Grievance Policy. Provides written response to patients/families in accordance with CMS/TJC requirements. Collects, trends, analyzes and disseminates data on complaints, patient experience surveys and other feedback mechanisms and makes recommendations to the Director of Patient Experience and/or clinical and non-clinical hospital leadership which may result in operational changes, decision-making or other system improvements. Maintains the formal grievance mechanism in compliance with CMS/TJC standards. Initiates system changes when corrective action is necessary, and monitors and evaluates the effect of such corrective action. Advocates on behalf of patients and their families to resolve problems or unmet needs. Interacts with all levels of hospital administration and health care personnel to provide a timely resolution to patient and family concerns. Responds to inquiries in verbal and/or written form.Provides advocacy services for patients under the Patient’s Bill of Rights.Partners with clinical and non-clinical teams to drive improvement initiatives based on Voice of the Customer (VOC) feedback for all of PAH, Inc. Participates in the institutions’ risk management program by representing the consumer’s dissatisfaction and by researching and documenting obstacles to smooth delivery of services and by recommending operational and system changes.Provides education and support to consumers regarding patient’s rights and responsibilities, advance directives, and understanding the health care system and related issues.Provides education and support to staff regarding advance directives, patients’ rights and responsibilities, awareness of patient perceptions and how to handle difficult situations.Promotes a positive patient experience, including adapting institutional policies to meet the needs of the individuals when appropriate and crossing departmental lines to gather information or to resolve problems.Provides a central source of information, referral and interpretation of hospital services, programs, policies and procedures makes appropriate referrals to hospital and community resources.Participates in and facilitates meetings as required
Credentials:
Licensed Pennsylvania Notary (Must have within 6 months of hire) required.
Certified Patient Experience Professional preferred.
Education or Equivalent Experience:
H.S. Diploma/GED (Required)
Bachelors degree in Healthcare, Organizational Development, Business Management, Administration or HospitalityEquivalent Experience Or 5+ years In healthcare, customer service or patient experience required.
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.Live Your Life's WorkWe are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.REQNUMBER: 244031
