When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.

Job Description:

Primary Responsibilities:

• Coordinates investigates and facilitates resolution of patient complaints or grievances concerning the quality of care and services. Complies with state and federal regulations regarding the investigation and resolution of patient/family complaints. (essential)
• Consults advises and instructs management and staff regarding appropriate approaches for dealing with challenging patient issues. (essential)
• In collaboration with others develops and implements Service Excellence and Service Recovery (SE&SR) training programs to hardwire practices and ensure exceptional service impacting patient satisfaction and experience. Promotes a service ethic to influence behaviors of practice assistants medical assistants providers and practice manager. Trains teams in person or virtual platforms using evidence-based SE&SR tools and processes. (essential)
• Attends leads and participates in meetings including employee orientation STARS training quality and safety case review and service excellence initiatives. (essential)
• Maintains direct and thorough communication with the Director of Patient Safety & Risk Management along with Risk Managers to mitigate potential liability and safety issues. Collaborates with Director and Risk Managers in investigation of high-risk patient events. Coordinates with Director on adherence to BILHPC policies and initiates policy changes when necessary. (essential)
• Maintains the STARS Feedback patient complaint system ensuring all necessary monitoring tracking and documentation are managed consistently and are regulatory compliant and reported to leadership on a monthly basis. Collaborates on trending patient experience data. (essential)
• Serves as a resource and support for all BILHPC workforce members to establish an environment of proactive service recovery efforts. Collaborates with Practice and Regional leaders to meet and/or exceed customer service and quality outcomes. (essential)
• Collaborates with BILHPC Leadership around patient satisfaction initiatives. Implements quality and service-oriented programs and employee engagement initiatives leading to meaningful process improvement. Presents initiatives to senior management and patient advisory groups to initiate meaningful practice improvement. (essential)
• Composes letters and /or emails to patients to set expectations regarding care in accordance to BILHPC policies (essential)

Job Qualifications:

Required Qualifications:

• Bachelors degree required Masters degree preferred
• Minimum three to five years experience in patient relations patient safety or performance improvement
• Knowledge of and experience with electronic medical records
• Strong computer skills including Microsoft office products i.e. Word PowerPoint Excel
• Ability to analyze data formulate meaningful information
• Ability to work with highly sensitive and confidential information with appropriate discretion.

Preferred Qualifications:

• Experience with RLDatix event reporting software products preferred.
• Training in patient experience service recovery patient safety risk management and quality/performanceImprovement methodology concepts education and implementation

Competencies:

1. Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
2. Problem Solving: Ability to address problems that are varied requiring analysis or interpretation of the situation using direct observation knowledge and skills based on general precedents.
3. Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
4. Computer Literacy: Advanced skills with Microsoft applications which may include Outlook Word Excel PowerPoint or Access and other web-based applications. May produce complex documents perform analysis and maintain databases.
5. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
6. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff patients families and external customers.
7. Knowledge: Ability to demonstrate full working knowledge of standard concepts practices procedures and policies with the ability to use them in varied situations.
8. Team Work: Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization.
9. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Environmental and Social Requirements
1. Attention to Task/work/pace maintenance: Work requires close attention to task for work to be accurately completed. Intermittent breaks during the workday do not compromise the work.
2. Flexibility/Adaptability: Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.

Physical Requirements:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying lifting pushing pulling objects. Sitting most of the time with walking and standing required only occasionally. This job requires fine manipulation using one hand/ keyboard use.

Pay Range:

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors that may include seniority education training relevant experience relevant certifications geographyof work location job responsibilities or other applicable factors permissible by law.

As a health care organization we have a responsibility to do everything in our power to care for and protect our patients our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35000 people working together. Nurses doctors technicians therapists researchers teachers and more making a difference in patients lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled