Director of Patient Experience/ Ombudsman

DUTIES AND RESPONSIBILITIES:

Develops and maintains an integrated approach to customer relations that includes complaint management satisfaction data analysis and employee and program development that effectively focuses on continuous service improvement.

Identifies, evaluates and resolves patient complaints. Aggregates and analyzes complaint and satisfaction data.  Determines proactive recommendations and provides feedback of resolution to appropriate parties. Works with other areas to develop programs and services to meet the defined needs of primary customers.  Identifies patterns, makes recommendations for changes to policy and procedures. Through mediation and negotiation, ensures a positive working relationship between physicians, employees, patient, and families in order to support and maintain the highest quality of patient standards.  Conducts investigations for Law Department, negotiates settlements as instructed. Advises on HIPAA regulations. Provides leadership and/or consultation to committees that impact on consumer needs and respect patients’ rights. Participates on other committees as indicated. Provides education as needed.  Other duties as assigned.

POSITION QUALIFICATIONS:

• Bachelor’s degree in Communication, Psychology, Sociology, or related field.

• Minimum 3 years related experience investigating and resolving complaints of complex nature with special emphasis on mediation, negotiation, oral and written communication, problem resolution and program development Licensure/ Certification/ Registration.

• Manual dexterity to operate office equipment.

• Ability to stand, walk or sit for extended periods of time.
• Good visual acuity through normal or corrected vision.

The above statement reflects the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the job.  Please apply on-line.