Overview: 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 complance 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 pateint grievance committee and for the preparation and distribution of the patient grievance committee agenda and meeting records.

EEO/AA/Disability/Veteran Responsibilities:

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.

Qualifications:

EDUCATION

Bachelor's Degree in Human Services, Public Relations, Communication or related field. Master's Degree highly preferred.

EXPERIENCE

Five to seven 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., N/A

SPECIAL SKILLS

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 billing issues as related to quality of care.