Job Summary

Champion of customer service and part of the hospitals problem solving team. Interact with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.

Hours of operation SUN-THURS 9am-5: 30p

Job Specific Duties

• Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service.
• Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.
• Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the MCH policy & procedure.
• Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
• Maintains objectivity and keeps lines of communication open between patients, families and hospital staff.
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues.
• Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
• Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
• Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management.
• Helps drive service excellence by acting as a customer service champion and reviewing their assigned unit’s customer service target goals, priority questions, and sharing best practices with the staff.
• Meets regularly with the unit’s Director, participate in two service huddles and/or one department meeting a month in the unit and facilitate customer service support.
• Review target goals, priority questions and share best practices with unit Director and staff.