JOB SUMMARY: Performs and supports the overall patient/family compliment, complaint and/or grievance process, including intake, processing, and resolution. Advocates for patients and families with expressed needs. Facilitates communication between patients/families and hospital staff. Explains hospital policies and procedures to patients and families. Visits patients and families proactively and for service recovery.
ESSENTIAL FUNCTIONS:

• Coordination Performs and supports the day-to-day intake, processing, and resolution of patient and/or family compliments, complaints and grievances.
• Analysis Uses databases appropriately to support tracking and trending of complaint and grievance data, and to document other initiatives.
• Actively represents the needs of patients and families to the Hospital. Communicates policies and procedures to patients and families.
• Communication Serves as a representative for the Hospital in interactions with patients, families and the community.
• Education and Coaching Supports training and education for hospital staff regarding service recovery and complaint and grievance reduction strategies.

REQUIREMENTS: Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field. Experience - 3-5 years.