<p>Job Requirements</p> <p>Position Summary</p> <p>Functions as a healthcare consumer advocate and liaison, interfacing with patients, families, associates, and physicians. Effectively communicates patient/family/caregiver questions and concerns to appropriate associates, leaders, and/or physicians. Collaborates with and acts as a resource for the healthcare system associates in the coordination of responses to patients, families, and visitors. Mediates the complaint and grievance process for prompt response and resolution. Creates and maintains documentation for complaints and grievances in accordance with regulatory guidelines. Rounds on patients/families daily to ensure a positive patient experience. Utilizes experience and judgment to autonomously determine resolution of complaints and grievances and Service Recovery. Maintains competencies as required related to the healthcare consumer advocacy role. Identifies obstacles to the delivery of excellent service and recommends formulation or revision of policies/procedures when needed. Explains policies and procedures to patients/families and guests and makes referrals to providers and services as needed. Assists with developing and sustaining an integrated Service Excellence culture by participating on organizational committees, work groups, and/or process improvement teams that improve patient/family experience. Demonstrates a professional image in all interactions with the healthcare team.</p> <p>Minimum Requirements</p> <p>Education</p> <ul> <li>Associate degree or 60 college semester credits </li></ul> <p>Experience</p> <ul> <li>Excellent computer experience particularly with Microsoft Office Suite </li><li>Excellent communication (written and verbal) skills </li><li>3-5 years of customer service experience </li><li>1-2 years of healthcare-related experience </li></ul> <p>License/Registration/Certifications</p> <ul> <li>N/A </li></ul> <p>Preferred Requirements</p> <p>Preferred Education</p> <ul> <li>Bachelor's degree in social work, sociology, psychology, communications, or other human relations discipline </li></ul> <p>Preferred Experience</p> <ul> <li>N/A </li></ul> <p>Preferred License/Registration/Certifications</p> <ul> <li>N/A </li></ul> <p>able</p>