This position is responsible for answering incoming calls for Patient Relations and addressing patient relations issues across multiple entities from a centralized location. Primarily focused on de-escalating complaints and issues that arise when a patient or family member is not physically present at a Banner entity through a variety of modes, such as letters, calls, emails, satisfaction surveys, etc. The coordinator II is responsible for treating all incidents in a compassionate manner, properly documenting the issue in our system and making initial determination as to what additional resources are needed. For less complex issues, may act as an investigator and facilitator to ensure timely resolution. This includes grievance identification and resolution, serving as a liaison between patients/family members and facility staff in an effort to provide missing information and to build and maintain mutually beneficial relationships with patients, their families and key constituencies, resulting in enhanced patient/family experience. This also includes follow up with patient by phone and documenting according to established protocol, as well as coordinating any required written document once the care concerns have been investigated by the Coordinator II. Serves as a case facilitator for cases with concerns that are clinical and/or customer service in nature at a level of complexity greater than Coordinator I.
Intakes, documents, coordinates resolution of and tracks all issues that occur when the patient or family member has been discharged from a point of service. This includes ensuring all policies, procedures and processes are followed to achieve timely resolution of service and care related complaints and grievances, including reviews of patient records, escalations and adhering to applicable system guidelines and regulatory requirements.
Maintains comprehensive complaint database and records; works to promptly resolve complaints utilizing advanced problem solving skills and ensures compliance with established authority guidelines; prepares and maintains related letters, reports, documents, and/or other related correspondence.
Communicates directly with clinical and senior executive leadership to obtain thorough investigative findings in response to all stated concerns. Ensures entity has contacted patient to address stated concerns. Coordinates needed information to facilitate the completion of a letter to patient as needed. Must also ensure privacy and confidentiality of the patient by complying with HIPAA and privacy policies.
Assists in informing, educating, and training staff on issue avoidance, resolution timing, patient rights, system policies, customer service practices, and/or other applicable items that impact the patient experience.
As needed, will serve as initial point of contact for any patient relations issues when patient/family member is not physically present at an entity. Responds in a compassionate manner and improves the overall patient experience by this encounter through effective communication that conveys caring.
Records all incoming concerns/complaints into the record system. Ensure all data is collected to assist in the completion of investigative findings and patient/family callback information. Assists teammates with entering cases in a timely manner, and answering incoming calls.
Identifies and helps recognize employees for best practices in delivering an ideal experience and providing timely resolution. Identifies best practices for complaint resolution across the system and recommends policy and process improvements accordingly.
May compose, proofread and edit service recovery letters, ensuring consistency of style and accuracy of spelling, grammar, punctuation, syntax and idiom. Ensures that correspondence accurately reflects patient concerns and investigative outcomes.
Requires clinical/medical knowledge, which may be obtained through experiences as an LPN with previous bedside experience, clinical operations leadership, or has obtained an RN. Relates throughout the interview process the experience, training and education needed to perform the job. Demonstrates strong knowledge of medical terminology and a robust understanding of medical practices. Understands principles and practices of customer service as normally obtained through a minimum of three to five years relevant experience.
Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of stakeholders. Must have excellent working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast paced environment. Excellent use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces. Skilled in solving problems in order to facilitate the communication network between patient and hospital. Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Requires a passion for providing excellent customer service, collaboration, and continuous improvement.
At least 2 years experience in customer service field in a medical environment preferred.Bachelors Degree Preferred.
Additional related education and/or experience preferred.
Internal Number: 258687
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.