<p>Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community- eligible for opportunities through the New Haven Hiring Initiative or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!</p> <p>Salary Range</p> <p>$66,000.00 - $101,325.00</p> <p>Overview In 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has approximately 50,000 members including students, staff, faculty and their families and is committed to an inclusive workplace. We are celebrating over 50 years of service to the Yale community. Our facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy. Reporting to the Manager of Patient Experience and Service Excellence, the Service Excellence Specialist acts as a critical liaison between Yale Health providers, administrative staff, and patients to address service-related concerns, facilitate resolutions, and mitigate risk. This role is responsible for resolving patient service issues, implementing proactive interventions, and serving as an internal consultant to enhance patient satisfaction. The Service Excellence Specialist collaborates with internal and external stakeholders to identify and address service challenges while partnering with departmental leadership to drive process and system improvements that support an exceptional patient experience. Responsibilities include: Investigate and resolve patient complaints and grievances related to benefit interpretations, medical care, treatment access, and patient rights. Escalate potential risk management and quality assurance issues to Yale Health administrators. Identify complaints or grievances related to litigation for referral to leadership, risk management, and legal. Educate patients and staff on patient rights, Yale Health policies, and operational procedures. Facilitate mediation between patients and staff to facilitate problem resolution, with identification of long-term solutions for continuous quality improvement at Yale Health Center. Oversight of patient complaint and grievance management, including maintenance of patient-specific files, complaint tracking systems, and data, along with formulation of written responses for leadership review. Development and maintenance of reports for Yale Health senior administration, detailing patient interactions, complaint data, grievances, disenrollment information, and member satisfaction surveys. Identification of opportunities for patient satisfaction and service excellence initiatives through patient feedback analysis and collaboration with staff. Review and analysis of Press Ganey survey logistics and results, with interpretation of reports and guidance on improvements based on organizational initiatives and patient-centered best practices. Interpretation of patient concerns and dissemination of accurate information to minimize risk and enhance service at Yale Health, with identification of appropriate avenues for addressing patient needs and grievances. Collection and direction of data on patient care concerns to the appropriate department and Yale Health senior leadership, with recommendations for procedural and operational improvements. Collaborate with department-based staff for issue resolution and implementation of service recovery initiatives. Maintenance of comprehensive knowledge of Yale Health resources, clinical operations, policies, and benefits, with adherence to regulatory provisions concerning patient rights. Represent Yale Health in CHA Patient Representative monthly meetings and contribution to related initiatives as assigned. Partner with department leadership, senior leadership, Yale Security, and Yale Police for de-escalation of aggressive behavior and implementation of appropriate interventions. Required Skills and Abilities 1. Excellent interpersonal, communication (both oral and written), and negotiating skills, consensus-building skills, skills to diffuse charged situations. Demonstrated experience in problem solving, and written correspondence and documentation. 2. Demonstrated critical thinking and the ability to use sound independent judgement to make decisions and resolve issues. Ability to handle sensitive issues independently. 3. Proven ability to conduct patient interviews and investigations to gather relevant information. Commitment to integrity, respect, accountability, and patient-centered care. Ability to work independently and in a collaborative fashion with other staff. Ability to work effectively and competently with a diverse patient and staff population. 4. Competency in technology to support patient complaint management and reporting, including Word, Excel, Access and PowerPoint. Computer literate with an ability to learn a variety of software to facilitate patient satisfaction initiatives. 5. Consistent reliability, professionalism, and strong attention to detail. Preferred Education, Experience and Skills Three years' experience in patient relations or environments requiring strong interpersonal and analytical skills in a healthcare institution; or an equivalent combination of education and experience. Experience in statistical interpretation.</p> <p>Principal Responsibilities</p> <ol> <li>Performs a variety of activities related to managing the daily operations of a unit including human resources planning, information technology, financial reporting, facility planning, research support, and compliance among other functions for a unit. 2. Administers the administrative and fiscal activities of the assigned unit; serves as liaison between the assigned unit and other University administrative offices. 3. Assigns administrative support to various functions of the unit; monitors activities of staff to ensure timely completion of assigned work. 4. Prepares and monitors budgets, financial forecasts, and financial analyses and the actual vs. budgeted performance. 5. Plans the use of facilities in the assigned department including office space, work stations, equipment, technology needs, inventory, and office supplies. 6. Plans and facilitates training sessions for the department when new policies or practices are adopted. 7. Ensures compliance with University and federal health and safety regulations as they apply to the unit. 8. Initiates, plans and develops administrative policies for the assigned unit. 9. Contributes to long-range administrative planning for the assigned unit. 10. Implements University and departmental policies as they pertain to the administrative function of the unit. 11. Supervises and leads staff. 12. May perform other duties as assigned. Required Education and Experience Minimum requirement of Bachelor's Degree in related field and four years of experience or an equivalent combination of education and related experience. </li></ol> <p>Background Check Requirements</p> <p>All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.</p> <p>Health Requirements</p> <p>This role is a healthcare worker position. Healthcare workers (HCW) are defined as university employees working a healthcare setting who have the potential for direct or indirect exposure to patients, human research subjects or infectious materials including body substance, contaminated medical supplies, devices and equipment, surfaces, or air. HCW have specific health requirements that must be met prior to starting work, including MMR vaccine or immunity, varicella (chickenpox) vaccine or immunity, TB screening, COVID vaccine according to University policy, hepatitis B vaccine or immunity, and annual flu vaccination.</p> <p>Posting Disclaimer</p> <p>Salary offers are determined by a candidate's qualifications, experience, skills, and education in relation to the position requirements, along with the role's grade profile and current internal and external market conditions.</p> <p>The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.</p> <p>The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.</p> <p>Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).</p> <p>Note</p> <p>Yale University is a tobacco-free campus.</p>