Allegheny Health Network
Service Excellence Officer - Jefferson Hospital
Allegheny Health Network, Clairton, Pennsylvania, United States
Service Excellence Officer - Jefferson Hospital
Join to apply for the
Service Excellence Officer - Jefferson Hospital
role at
Allegheny Health Network .
General Overview This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.
Responsibilities
Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of all grievances, including details of the complaint, investigation, and resolution. Ensure compliance with all relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and efficiently.
Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de‑escalate and provide crisis intervention assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering all relevant information and perspectives. Develop and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and elevate appropriately. Collaborate with Patient Safety officers, Regulatory leaders, Revenue Cycle, legal counsel, Quality, and EEHI to investigate allegations and mitigate risks. Participate in root cause analyses.
PFAC & Leadership: Facilitate weekly grievance committee meetings with senior leadership; present data, provide analysis and identify opportunities for improvement at quarterly PIOC meetings; participate in patient experience senior leadership meetings; co‑chair the Patient Experience Team; facilitate PFAC meetings ensuring a welcoming inclusive environment; guide discussions, gather feedback, and incorporate patient and family perspectives into decision making; communicate PFAC recommendations and insights to stakeholders.
Education, Training & Program Development: Design and present teaching, coaching, and mentoring on service recovery tools and tactics for caregivers and role models; train clinical and non‑clinical staff on timely management of complaints and grievances in the incident management system; provide ongoing education and training on best practices; develop and maintain resources and materials to support patient advocacy and grievance resolution; stay abreast of regulatory and industry best practices.
Rounding & Communication: Actively round in all departments while demonstrating leadership with conflict management and effective communication skills.
Perform other duties as assigned.
Minimum Qualifications
Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or equivalent experience and/or education as determined by the company.
1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred.
Customer service skills.
Proficiency with Excel, Microsoft Word and PowerPoint.
Preferred Qualifications
None.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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Service Excellence Officer - Jefferson Hospital
role at
Allegheny Health Network .
General Overview This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.
Responsibilities
Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of all grievances, including details of the complaint, investigation, and resolution. Ensure compliance with all relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and efficiently.
Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de‑escalate and provide crisis intervention assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering all relevant information and perspectives. Develop and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and elevate appropriately. Collaborate with Patient Safety officers, Regulatory leaders, Revenue Cycle, legal counsel, Quality, and EEHI to investigate allegations and mitigate risks. Participate in root cause analyses.
PFAC & Leadership: Facilitate weekly grievance committee meetings with senior leadership; present data, provide analysis and identify opportunities for improvement at quarterly PIOC meetings; participate in patient experience senior leadership meetings; co‑chair the Patient Experience Team; facilitate PFAC meetings ensuring a welcoming inclusive environment; guide discussions, gather feedback, and incorporate patient and family perspectives into decision making; communicate PFAC recommendations and insights to stakeholders.
Education, Training & Program Development: Design and present teaching, coaching, and mentoring on service recovery tools and tactics for caregivers and role models; train clinical and non‑clinical staff on timely management of complaints and grievances in the incident management system; provide ongoing education and training on best practices; develop and maintain resources and materials to support patient advocacy and grievance resolution; stay abreast of regulatory and industry best practices.
Rounding & Communication: Actively round in all departments while demonstrating leadership with conflict management and effective communication skills.
Perform other duties as assigned.
Minimum Qualifications
Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or equivalent experience and/or education as determined by the company.
1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred.
Customer service skills.
Proficiency with Excel, Microsoft Word and PowerPoint.
Preferred Qualifications
None.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
#J-18808-Ljbffr