Customer Service Consultant, Patient Relations

Job Description

The primary function of the Customer Service Consultant is to work in partnership wight he healthcare team to enhance overall customer satisfaction for patients, visitors and staff through excellent service and quality care. This includes supporting a proactive vs. reactive approach to resolving problems and complaints with respect to care, treatment, rights and ability to access hospital services.

Responsibilities

Service Improvement Consultants - 50% Proactive consultation to managers and staff in achieving service excellence. Competent to discuss the state of patient satisfaction with all levels of management. Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction. Assists managers with navigating their dashboards and creating action plans. Educating staff on queues to help identify potential issues that may result in a complaint or grievance, customer service best practices and service recovery methods. Regularly attend and participate in unit/department staff meetings. Conducts focus groups on specific topics as needed. Communicate information about the hospital's policies and procedures, informing patients, families, and other guests of hospital services available to them; i.e. reduced parking, arranging overnight stays, etc. Listen to patient concerns and communicate special needs of patient /family/visitor with staff and administration when appropriate. Advocate for quality care, treatment, respect and rights of all patients. Research and identify trends and opportunities and facilitate appropriate service improvements for the development of service excellence strategies. Mediation in family meetings with treatment team and families. Maintain notary license and provide notary services for patients, families and staff as requested. Make suggestions and recommendation to improve customer service processes. Provide equipment for hearing impaired; i.e. TTY volume control phones, light signalers, etc. Involved in all aspects of training including: conducting needs assessments, development of training sessions and facilitating training sessions. � Complaint Investigation and Resolution - 40% Work in partnership with the managers and staff to resolve issues or complaints through early intervention and problem resolution. Assess situations of risk and refer issues of malpractice, substitute consent, personal injury, wrongful death, abuse, and missing personal property to Risk Management. Evaluate situations requiring substitute consent, when patients have no next of kin and are physically and/or mentally unable to give informed consent. Refer immediate concerns and/or compliments to appropriate managers. Make referrals to appropriate departments/services for patient assistance. Follow-up with those patient who have identified a concern during their hospital visit. � Quality Assurance - 10% Track problem areas and identifies trends. Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery. Participate in the development of policies and procedures related to patient rights and satisfaction. Provide accurate and complete documentation regarding the investigation process, i.e. subjective data; objective data; assessment; and resolution Attend staff meetings and mandatory in-service training sessions. | Review the physical demands and assign an overall average percentage of time this position performs these activities. These physical demands will not be listed or rated on the annual performance appraisal. Climbing:�Ascending or descending stairs, ladders, ramps, etc, using feet and legs and /or hands and arms - 25% Stooping:�Bending body downward and forward by bending spine at the waist - 25% Kneeling:�Bending legs at knees to come to a rest on knee or knees - 5% Reaching:�Extending hand(s) and arm(s) in any direction - 100% Standing: Remaining upright on the feet, particularly for sustained periods of time - 50% Walking:�Moving about on foot to accomplish tasks - 100% Pushing 0-10 lbs:�Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pushing 11-20 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 10% Pushing 21-50 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pushing 51 lbs or more: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pulling: Use of upper extremities to exert force in order to drag, haul or tug objects in a sustained motion - 5% Lifting 0-10 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Lifting 11-20 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 10% Lifting 21-50 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Lifting 51 lbs or more: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Carrying 0-10 lbs: Holding and moving/transporting an object about - 10% Carrying 11-20 lbs: Holding and moving/transporting an object about - 0% Carrying 21-50 lbs: Holding and moving/transporting an object about - 0% Carrying 51 lbs or more: Holding and moving/transporting an object about - 0% Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling - 100% Feeling: Perceiving attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of (using) fingertips - 60% Talking: Expressing or exchanging ideas by means of the spoken word - must convey detailed or spoken instructions to others accurately, loudly or quickly - 100% Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication - 100% Seeing: The process of perceiving objects by use of the eyes to perform an activity - visual acuity requirements include ability to discern position of object(s), shape of object(s), color, depth perception or visual inspection - 100%

Qualifications

Bachelor degree in the Communications, Public Relations, Social Sciences, Human Service field combination of education . | Notary Public for the State of Ohio (if Ohio resident) | Three years experience in complaint management, conflict resolution and customer service in a healthcare environment.