TASKS AND RESPONSIBILITIES

• Communicate in a professional and effective manner with individuals throughout BHCC.
• Appropriate verbal, written, and interpersonal communication is used at all times.
• Rounds throughout assigned areas to build relationships with BHCC patients.
• Receives concerns and complaints and facilitates timely response in the most appropriate manner, engaging relevant clinical or management parties in the evaluation and response.
• Regularly uses active listening as an effective way to promote communication among parties.
• Answers questions for patients, visitors, and guests about center policies.
• Effectively prioritizes patient complaints.
• Makes recommendations for process or service improvement opportunities, while maintaining the privacy and confidentiality of all parties involved.
• May design and initiate special projects under the direction of the Risk Manager.
• Maintains awareness of compliance and regulatory issues and notifies Risk Manager of any actual or potential risk situations.
• Promotes an environment that supports and adheres to patient rights.
• Informs departmental leadership of non-routine problems and situations.
• Demonstrates excellent conflict management skills to achieve issue resolution.
• Maintains a neutral role creating a bridge between all parties involved throughout an issue.
• Interviews members BHCC to gather data regarding an issue.
• Makes decisions applying critical thinking as a process towards resolution.
• Provide communication and timely responses to parties involved in a complaint or grievance towards actions and a final decision.
• Supports the Risk Manager for resolution of issues through active collaboration among various members of BHCC.
• Maintains confidentiality of all files and allows access only to persons appropriately involved in the resolution of the concern.
• Maintains ownership for communication of resolution or response to all parties involved.
• Demonstrates proficiency in application of service recovery consistent with organizational policy and best practice.
• Promote and apply AIDET in appropriate situations.
• Maintains comprehensive, accurate, and timely documentation of all feedback received from patients, families, or guests.
• Responsible for entering, updating, and closing information throughout involvement with complaint or grievance.
• Track complaints and grievances through complaint tracking system to ensure compliance with guidelines established by governing agencies (CMS and or any credentialing organization at BHCC).
• Maintains knowledge of BHCC services and resources available to patients.
• Other duties as assigned by immediate supervisor as required.

REQUIREMENTS

• Bachelor's degree in a healthcare related field or at least 10 years of health care experience.
• Additional related experience may substitute for required education on the same basis.

BENEFITS

• Medical/Dental/Vision/Short Term Disability
• Company paid long term disability
• Life insurance
• 401K Plan
• Standard Paid Holiday's
• Vacation and Sick Time
• Amazing Team & Atmosphere