Description

　　Job Summary/Overall Objectives

　　Manages the Customer Care Department and staff that are responsible for the complaint/grievance process. Ensures that the hospital is compliant with regulatory body requirements for the management of patient complaints and grievances. Works closely with the Chief Quality Officer to ensure that customer care coordinators 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. Serves as liaison between patients, families, visitors, hospital staff, and medical staff. Utilizes various tools such as service recovery, the complaint/grievance process, listening/discovery sessions, process improvement activities, educational opportunities and/or improved communication strategies. 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 patient grievance committee and for the preparation and distribution of the patient grievance committee agenda and meeting records. Participates in Patient Safety and Risk Management Operations by identifying potential liability in complaints received. In conjunction with Data Management personnel, compiles statistical data and provides trend reports as requested. Reports data trends periodically to key stakeholders as needed.

　　Essential Job Responsibilities

　　Support the execution of company strategy across business segments to optimize experience and results.

　　Establish and maintain a safe working environment; assure staff comply with safety, environmental, and infection control guidelines.

　　Review, research and evaluate complaints and grievances to determine appropriate response based on CMS guidelines and hospital policy.

　　Oversees referral, investigation, and resolution of complaints/grievances independently and coordinates response by involved departments.

　　Keeps appropriate parties informed and involved, completes appropriate follow up and completes resolution of complaints/grievances within the outlined required time frames to keep the hospital in compliance with regulatory, federal, and state agencies.

　　Maintains compliance with CMS Centers for Medicare and Medicaid Services Conditions of Participation, other regulatory standards, and hospital policy.

　　Facilitates required grievance committee, as well as prepares annual reporting as outlined in the CMS Conditions of Participation.

　　Documents 100% of complaints and grievances received.

　　Provides data for centralized database of patient complaints/grievances and assists with reporting of patient satisfaction/patient complaints as requested.

　　Participates in Patient Safety and Risk Management Operations by identifying potential liability in complaints received.

　　Understand, analyze, and communicate patient experience survey data - identifying trends, areas for improvement, and learn about and share best practices for optimal outcomes.

　　Communicate with inpatient leadership about specific feedback (compliments/complaints/changes in site metrics), involvement in developing solutions and resolving issues.

　　Work with Inpatient Leadership on developing doable, sustainable, and measurable strategies for improvement.

　　Improve HCAP scores according to fiscal year targets; demonstrate year after year improvement in service to internal and external customers.

　　Other duties as assigned.

　　Competency and Experience [Knowledge, Skills and Abilities]

　　Required Qualifications/Experience

　　Graduate of Accredited Nursing Program

　　Bachelor’s degree in nursing and five (5) years of management, customer service, social work or related field experience.

　　Two (2) to Four (4) years supervisory/management experience.

　　Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.

　　Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

　　Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs.

　　Preferred Qualifications/Experience

　　Master’s degree in nursing preferred.License, Certification & Clearances

　　Current licensure to practice as a Registered Nurse in the State of Pennsylvania.

　　Act 34-PA Criminal Record Check from the PA State Police system.

　　Supervisory Responsibilities

　　This position has direct supervisory responsibilities and serves as a coach and mentor for other positions in the department.

　　Management responsibilities include hiring, coaching, skills development, recognition and rewards, staff productivity and performance management.

　　Position Type/Expected Hours of Work

　　Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).

　　Travel may be expected locally between System locations.

　　Equal Employment Opportunity

　　Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

　　Disclaimer

　　This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

　　Work Environment

　　Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

　　When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

　　Essential – Absolute Necessity.

　　Marginal – Minimal Necessity.

　　Constantly – 5.5 to 8 hours or more or 200 reps/shift.

　　Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

　　Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

　　Rarely – Less than 0.25 hours or less than 2 reps/shift.

　　Physical Condition

　　Essential

　　Marginal

　　Constantly

　　Frequently

　　Occasionally

　　Rarely

　　Never

　　Extreme Heat

　　X

　　Extreme Cold

　　X

　　Heights

　　X

　　Confined Spaces

　　X

　　Extreme Noise(>85dB)

　　X

　　Mechanical Hazards

　　X

　　Use of Vibrating Tools

　　X

　　Operates Vehicle (company)

　　x

　　Operates Heavy Equipment

　　X

　　Use of Lifting/Transfer Devices

　　X

　　Rotates All Shifts

　　X

　　8 Hours Shifts

　　X

　　X

　　10-12 Hours Shifts

　　X

　　X

　　On-Call

　　X

　　Overtime(+8/hrs/shift; 40/hr/wk)

　　X

　　Travel Between Sites

　　X

　　X

　　Direct Patient Care

　　X

　　Respirator Protective Equipment

　　X

　　Eye Protection

　　X

　　Head Protection (hard hat)

　　X

　　Hearing Protection

　　X

　　Hand Protection

　　X

　　Feet, Toe Protection

　　X

　　Body Protection

　　X

　　Latex Exposure

　　X

　　X

　　Solvent Exposure

　　X

　　Paint (direct use) Exposure

　　X

　　Dust (sanding) Exposure

　　X

　　Ethylene Oxide Exposure

　　X

　　Cytotoxic (Chemo) Exposure

　　X

　　Blood/Body Fluid Exposure

　　X

　　Chemicals (direct use) Exposure

　　X

　　Mist Exposure

　　X

　　Wax Stripper (direct use)

　　X

　　Non-Ionizing Radiation Exposure

　　X

　　Ionizing Radiation Exposure

　　X

　　Laser Exposure

　　X

　　Physical Demands

　　When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

　　Essential – Absolute Necessity.

　　Marginal – Minimal Necessity.

　　Constantly – 5.5 to 8 hours or more or 200 reps/shift.

　　Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

　　Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

　　Rarely – Less than 0.25 hours or less than 2 reps/shift.

　　Physical Condition

　　Essential

　　Marginal

　　Constantly

　　Frequently

　　Occasionally

　　Rarely

　　Never

　　Bending (Stooping)

　　X

　　X

　　Sitting

　　X

　　X

　　Walking

　　X

　　X

　　Climbing Stairs

　　X

　　X

　　Climbing Ladders

　　X

　　Standing

　　X

　　X

　　Kneeling

　　X

　　Squatting (Crouching)

　　X

　　X

　　Twisting/Turning

　　X

　　Keyboard/Computer Operation

　　X

　　X

　　Gross Grasp

　　X

　　X

　　Fine Finger Manipulation

　　X

　　X

　　Hand/Arm Coordination

　　X

　　X

　　Pushing/Pulling(lbs. of force)

　　X

　　<10#

　　Carry

　　X

　　<5#

　　Transfer/Push/Pull Patients

　　X

　　Seeing Near w/Acuity

　　X

　　X

　　Feeling (Sensation)

　　X

　　Color Vision

　　X

　　X

　　Hearing Clearly

　　X

　　X

　　Pulling/Pushing Objects Overhead

　　X

　　Reaching Above Shoulder Level

　　X

　　X

　　Reaching Forward

　　X

　　X

　　Lifting Floor to Knuckle

　　X

　　<10#

　　Lifting Seat Pan to Knuckle

　　###

　　X

　　Lifting Knuckle to Shoulder

　　###

　　X

　　Lifting Shoulder to Overhead

　　###

　　X

　　When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required

　　Qualifications

　　Education

　　Required

　　Bachelors or better in NURSING

　　Graduate Accre Nurs Prog or better in NURSING

　　Licenses & Certifications

　　Required

　　DRIVER'S LICENSE

　　REGISTERED NURSE

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)