ESSENTIAL FUNCTIONS:

· Facilitate patient/family grievance process to include processing the complaint, forwarding to the appropriate manager and communicating the resolution to the complainant for resolution purposes.

· Collaborate with appropriate staff to develop acceptable resolutions to potential complaints.

· Identify process deficiencies that result in possible threats to patient rights or patient safety.

· Maintain the complaint and grievance logs up to date.

· Collaborate with risk department and department managers to ensure patient concerns are dealt with in a timely and appropriate manner.

· May participate in new hire orientation on educating staff on patient safety and advocacy

· Identify critical needs with regard to customer service and discuss with supervisor and medical staff.

OTHER FUNCTIONS:

· Perform other functions and tasks as assigned.

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:

· High school diploma or equivalent required. Associate or Bachelor's degree in a clinical field preferred.

· Experience in customer service or risk management preferred.

· Experience with behavioral health patients preferred.