Job Summary

Facilitates communication between patients, representatives, families, physicians, system employees, institutions, departments and community resources. Assists with providing a channel through which patients and representatives can resolve issues, concerns and unmet needs. Assists in coordinating the resolution of complaints and grievances within the system and the community. De-escalates situations which may cause harm within the system and provides a comforting and supportive atmosphere to patients, representatives, providers and staff.

Job Duties

• Collects and analyzes patient complaint and grievance data to identify opportunities to improve patient and customer services in a collaborative role with management.
• Investigates and analyses patient and family allegations and concerns by listening to patient family complaints; document details; verifies content and facts and to assist the organization's administration in the resolution of the grievance.
• Develops a consultant relationship with assigned clinics and units to build and sustain a patient and customer focused culture.
• Collaborates and coordinates with medical staff, administration, clinical operations, and support staff to facilitate prompt resolution of patient-related grievances and service issues.
• Serves as a liaison between staff, patients, and families to provide requested information, including resolution of a grievance in a family and provider meeting forum.
• Educates patients and families regarding reasonable service expectations.
• Provides written and verbal responses to accurately reflect patients' concerns and grievances and the organization's responses.
• Effectively communicates to specific groups in order to educate on Patient's Bill of Rights philosophy by visiting them; introducing them to the patient right’s brochure; confirming their understanding of who to contact with questions or concerns.
• Participates in the investigation, documentation, and patient and family communication relative to concerns that carry potential risk and loss to the organization with Risk Management.
• Coordinates efforts to assure compliance with regulatory standards relative to handling patient complaints and grievances including participation on assigned committees and work groups as needed.
• Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Education

Bachelor's Degree- (Required)

Experience

Minimum of 3 years-Healthcare (Required)

About Geisinger

Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.

Our Commitment to Diversity, Equity and Inclusion

Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.

Our Vision & Values

Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE: We treasure colleagues who humbly strive for excellence.

LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY: We provide a safe environment for our patients and members and the Geisinger family.

Our Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.