OverviewIn 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care including 11 hospitals and nearly 5000 physicians and providers. Together we are empowered to make an even greater impact on the health and well-being of our communities.ResponsibilitiesThis job is responsible for coordinating and tracking the timely resolution of customer complaints/grievances for the assigned Virginia Mason Franciscan Health (VMFH) entity in accordance with established procedures and patient experience standards. Incumbents serve as a liaison between patients, families and/or other complaining parties and the appropriate department management to facilitate resolution of grievances, complaints and/or other issues concerning the quality of care and services. Incumbents receive, log, document and track phone-based grievances/complaints for assigned VMFH entity and may direct information to site-based staff for further action. As part of a communications team, incumbents communicate with patients and families following adverse medical events and provide coaching to others on related communications techniques. An incumbent utilizes advanced oral and written communication skills, within scope of position, to support patients and families experiencing the related effects of adverse medical events, including loss and grief.An incumbent serves as a resource to all levels of services and administration in soliciting/researching/responding to customer concerns and complaints.Work includes:1) Rounding on the in-patient population at assigned campus to promote excellent customer service practices as a deterrent to future complaints/grievances.2) Using a desktop database to document/track all customer complaints for assigned facility and to produce reports/metrics as required.3) Meeting with patients/family members to gather/validate complaint data and coordinating with VMFH management staff to identify and implement an appropriate resolution/service recovery within the targeted timeline.4) Monitoring the status of complaints to facilitate continuous progress towards ultimate resolution.Work requires knowledge of effective methods for addressing/triaging the concerns of dissatisfied patients/families/physicians before they escalate into formal grievances/complaints. Also requires the ability to listen effectively, exercise significant tact and diplomacy in eliciting factual data from sometimes upset/irate individuals and take proper action to assure that customer complaints are responded to and documented in a timely and professional manner consistent with the VMFH service excellence and recovery strategies.QualificationsFour years of recent customer service work experience in a clinical environment or business setting that demonstrates attainment of the requisite job knowledge/abilities.Associate’s degree in related field preferred.Pay Range$24.59 - $33.81 /hourWe are an equal opportunity/affirmative action employer.
