PeaceHealth
Description
J
OIN PeaceHealth - Lead with Excellence in Risk Management
At PeaceHealth, our commitment to safety and compassionate care is at the heart of everything we do. We are reimagining our approach to Risk Management and are looking for compassionate leaders and caregivers who want to make a lasting impact on our communities.
Why PeaceHealth?
Integrated Clinical Excellence
-
We combine a proactive risk management with strong clinical foundation to ensure the highest quality of care.
Leadership Commitment to Safety
-
Our leadership team is deeply committed to building and sustaining a culture of safety - aligned with our safety vision that every person shall receive safe, compassionate care; every time, every touch.
Your Growth, our Investment -
Access to professional development opportunities with Seminars and national Conferences
Internally hosted training with a focus on CE eligibility
Connections to top professional affiliations
Access to resource libraries, webinars and experts.
Be Part of Something Great - Join a team that prioritizes Growth, an Integrated approach, and safety.
Job Summary
Responsible for managing the organization's patient complaint and grievance process to ensure timely, thorough, and compassionate resolution of patient concerns. This role plays a critical part in promoting a culture of accountability and service excellence by tracking and trending patient feedback and escalating complex cases to Clinical Risk Management when appropriate.
Essential Functions
Responds to patient complaints and grievances, as well as suggestions and compliments submitted by patients and their family members. Documents and tracks patient feedback, complaints, and resolution in accordance CMS, DNV, state regulations, and organizational policies.
Conducts thorough investigations into patient concerns, collaborating with clinical and administrative teams to gather information and resolve issues.
Creates written responses to grievances that are not transferred to the Clinical Risk Management team and selected complaints compliant with regulatory requirements while promoting increase patient/family understanding and healing.
Identifies and escalates potentially compensable events (PCEs) or high-risk grievances to Clinical Risk Management for further evaluation.
Maintains accurate and timely documentation in the grievance tracking system.
Facilitates patient complaint/grievance data and reports to ensure key stakeholders receive pertinent information in a timely fashion. Analyzes complaint and grievance data to identify trends, root causes, and opportunities for improvement.
Works closely and in collaboration with quality improvement staff and operational leaders to prioritize and champion continuous improvement projects and initiatives.to proactively address process issues or contributing causes.
Works with, is available for, and provides support to caregivers and medical staff members on matters related to patient care that may impact patient satisfaction, clinical quality outcomes and patient safety.
Presents and facilitates educational offerings for clinical staff and works with others to design education opportunities in order to mitigate risks and promote service excellence.
Performs other duties as assigned.
Qualifications
Education
Associate Degree Required: healthcare administration, social work, customer service, nursing, or equivalent knowledge obtained through a combination of education, training and experience in healthcare administration, social work, customer service, nursing, or a related field
Experience
Minimum of 2 years Required: Working in a healthcare setting, preferably in patient advocacy, social work, or customer service
Credentials
Preferred: within 2 years Patient Advocacy Certification
Skills
Strong interpersonal and verbal/written communication skills with a high degree of empathy and professionalism. (Required)
Working knowledge of hospital policies and procedures, accreditation regulations, state law, CMS guidelines and other federal regulations (HIPAA, release of information, informed consent). (Preferred)
Proficient in MS Office applications. (Required)
Demonstrated ability to work independently under deadlines and be flexible in work assignments, multi-task and to prioritize workload. (Required)
Ability to manage conflict and navigate sensitive situations with discretion. (Required)
Demonstrated ability to successfully assess, manage, and resolve sensitive interpersonal relationships/dynamics/issues from a systems perspective. (Required)
The salary range for this job opening at PeaceHealth is $32.32 - $48.48. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.
JOIN PeaceHealth - Lead with Excellence in Risk Management
PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.
See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility (https://www.thecaregiver.org/wp-content/uploads/2017/05/PeaceHealth-Statement-of-Commitment-to-Diversity-and-Inclusion-vFINAL.pdf) .
For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.
REQNUMBER: 118832
J
OIN PeaceHealth - Lead with Excellence in Risk Management
At PeaceHealth, our commitment to safety and compassionate care is at the heart of everything we do. We are reimagining our approach to Risk Management and are looking for compassionate leaders and caregivers who want to make a lasting impact on our communities.
Why PeaceHealth?
Integrated Clinical Excellence
-
We combine a proactive risk management with strong clinical foundation to ensure the highest quality of care.
Leadership Commitment to Safety
-
Our leadership team is deeply committed to building and sustaining a culture of safety - aligned with our safety vision that every person shall receive safe, compassionate care; every time, every touch.
Your Growth, our Investment -
Access to professional development opportunities with Seminars and national Conferences
Internally hosted training with a focus on CE eligibility
Connections to top professional affiliations
Access to resource libraries, webinars and experts.
Be Part of Something Great - Join a team that prioritizes Growth, an Integrated approach, and safety.
Job Summary
Responsible for managing the organization's patient complaint and grievance process to ensure timely, thorough, and compassionate resolution of patient concerns. This role plays a critical part in promoting a culture of accountability and service excellence by tracking and trending patient feedback and escalating complex cases to Clinical Risk Management when appropriate.
Essential Functions
Responds to patient complaints and grievances, as well as suggestions and compliments submitted by patients and their family members. Documents and tracks patient feedback, complaints, and resolution in accordance CMS, DNV, state regulations, and organizational policies.
Conducts thorough investigations into patient concerns, collaborating with clinical and administrative teams to gather information and resolve issues.
Creates written responses to grievances that are not transferred to the Clinical Risk Management team and selected complaints compliant with regulatory requirements while promoting increase patient/family understanding and healing.
Identifies and escalates potentially compensable events (PCEs) or high-risk grievances to Clinical Risk Management for further evaluation.
Maintains accurate and timely documentation in the grievance tracking system.
Facilitates patient complaint/grievance data and reports to ensure key stakeholders receive pertinent information in a timely fashion. Analyzes complaint and grievance data to identify trends, root causes, and opportunities for improvement.
Works closely and in collaboration with quality improvement staff and operational leaders to prioritize and champion continuous improvement projects and initiatives.to proactively address process issues or contributing causes.
Works with, is available for, and provides support to caregivers and medical staff members on matters related to patient care that may impact patient satisfaction, clinical quality outcomes and patient safety.
Presents and facilitates educational offerings for clinical staff and works with others to design education opportunities in order to mitigate risks and promote service excellence.
Performs other duties as assigned.
Qualifications
Education
Associate Degree Required: healthcare administration, social work, customer service, nursing, or equivalent knowledge obtained through a combination of education, training and experience in healthcare administration, social work, customer service, nursing, or a related field
Experience
Minimum of 2 years Required: Working in a healthcare setting, preferably in patient advocacy, social work, or customer service
Credentials
Preferred: within 2 years Patient Advocacy Certification
Skills
Strong interpersonal and verbal/written communication skills with a high degree of empathy and professionalism. (Required)
Working knowledge of hospital policies and procedures, accreditation regulations, state law, CMS guidelines and other federal regulations (HIPAA, release of information, informed consent). (Preferred)
Proficient in MS Office applications. (Required)
Demonstrated ability to work independently under deadlines and be flexible in work assignments, multi-task and to prioritize workload. (Required)
Ability to manage conflict and navigate sensitive situations with discretion. (Required)
Demonstrated ability to successfully assess, manage, and resolve sensitive interpersonal relationships/dynamics/issues from a systems perspective. (Required)
The salary range for this job opening at PeaceHealth is $32.32 - $48.48. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.
JOIN PeaceHealth - Lead with Excellence in Risk Management
PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.
See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility (https://www.thecaregiver.org/wp-content/uploads/2017/05/PeaceHealth-Statement-of-Commitment-to-Diversity-and-Inclusion-vFINAL.pdf) .
For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.
REQNUMBER: 118832