Customer Service Consultant, Patient RelationsPermanent
Ohio, Cincinnati - 45201Job Simplification
The announced job offer is made public by the firm: UC Medical Center and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Ohio at the city Cincinnati, in the country US - at this current ZipCode: 45201
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
Job Description
Location: UCMC
Department: Patient Relations
Hours: Full-Time, 40 hours/week
Shift: First Shift
At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.
As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.
UC Health is committed to providing an inclusive, equitable and diverse place of employment.
The primary function of the Customer Service Consultant is to work in partnership with the 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.
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.
Req. Number: 3589
Address: 3188 Bellevue Avenue
City, State: Cincinnati, OH
Posted Date: 10/5/2022
Location: UCMC
Department: Patient Relations
Hours: Full-Time, 40 hours/week
Shift: First Shift
At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.
As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.
UC Health is committed to providing an inclusive, equitable and diverse place of employment.
The primary function of the Customer Service Consultant is to work in partnership with the 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.
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.
Req. Number: 3589
Address: 3188 Bellevue Avenue
City, State: Cincinnati, OH
Posted Date: 10/5/2022
Employer Overview
UC Medical Center
Ohio, Cincinnati - 45201- Agency